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Ready to be the reason our customers stay?
We’re looking for a sharp and curious Senior Customer & Lifecycle Marketing Manager with a builder mindset to join our Marketing team and own everything Tracksuit says to customers after they sign.
Lifecycle marketing at Tracksuit is all about making sure our customers get value: building the habit of using the product and communicating our data, keeping customers informed, and giving them the confidence to renew. Within that, you’ll own the whole journey, from mapping it and building it yourself in HubSpot to testing what works and writing the emails and educational content customers actually read.
Today this work is spread across a few teams. You’ll bring it together into one cohesive journey, and as our product and customers evolve, you’ll help decide where it goes next.
The important bits:
- Owning the customer journey end to end: map and run the full journey from onboarding to renewal. You’ll decide who hears what and when, and which moments need an automated message and which need a person. You’ll work closely with our customer team so the journey fits how they work, and with Product so it keeps up as the product changes. A big focus is helping customers get into the habit of using Tracksuit, and bringing back the ones who’ve gone quiet.
- Building it yourself: set up and run the journey in HubSpot, from simple emails to workflows that hand customers to a person when a person is better. You’ll manage audiences, triggers, suppression and subscriptions across our global database. You’ll also work with GTM Ops to get the data your triggers need, and use automation and AI so one person can run it all.
- Writing what customers actually use: write the emails, in-app messages, prompts and educational content that help customers get more from Tracksuit, clear enough for busy marketers to act on.
- Testing your way to what works: run proper tests with control groups, then scale what works and drop what doesn’t. You’ll report on what moved and use what you learn to decide where to focus next.
- Equipping our regional marketing leads: build the templates, guardrails and how-tos that let regional marketing leads send comms without you, so we can maintain a consistent experience in every market
This is a permanent, full-time role based in Auckland, NZ or Sydney, AU and is an individual contributor position that reports to our Head of Product Marketing. This role will see you working cross-functionally across the business, especially with Product, Customer Success, and GTMOps.
Our environment is collaborative, ambitious and fast-moving, with a strong bias toward ownership, keeping things simple and getting them into market.
As our Senior Customer & Lifecycle Marketing Manager, you will be responsible for:
That's the role, so who are you?
- You’ve run lifecycle or customer marketing in B2B software, and can show the retention or adoption numbers you moved.
- You’ve built workflows yourself in HubSpot or a similar tool, and know your way around consent and subscriptions across markets.
- You think like a marketer first and write clearly for busy people.
- You run experiments with control groups and read the results honestly, flops included.
- You use AI and automation well, and know when a customer needs a person instead.
- You make the teams around you better, from customer success to Product, and set others up to run without you.
- You’re a kind, curious human who prioritises well, works independently and enjoys trying new things, which matters given how fast we’re growing.
What does success look like?
- Customers get value from Tracksuit early, build the habit of using it and renew with confidence
- Every customer hears the right thing at the right time, as part of one joined-up journey
- You know what moves retention because you’ve tested it, and you can show it
- Our customer team spends their time on the conversations that need a person, not the ones a good email could handle
- Regional marketing leads run partner comms on their own, using what you’ve built
- Gross revenue retention goes up, and you can show your part in it
Tracksuit Sydney, New South Wales, AUS Office
Sydney, Australia
