Customer Success Manager

Role Overview

As a Brand Champion, which is Tracksuit's version of a Customer Success Manager, your primary mission is to ensure marketers derive maximum value from brand health data presented in their Tracksuit Dashboards.

Purpose of the Role

At Tracksuit, Brand Champions convert brand health analytics into business momentum. You will assist marketers in maximizing their use of Tracksuit dashboards, supporting renewals, expansions, and enthusiastic endorsements.

Key Responsibilities

• Facilitate onboarding and activation by establishing clear success goals and accelerating customer realization of value.
• Conduct Quarterly Check-Ins that link product utilization with business outcomes.
• Identify early risks, develop recovery plans, manage contract renewals, and promote account growth.
• Transform client feedback into concise and actionable insights for the Product and Marketing teams.
• Maintain precise records of customer health, notes, and forecasts to avoid unexpected issues.
• Enhance customer journey by championing playbooks and refining the customer experience continuously.
• Forge strong partnerships with CMOs, Heads of Marketing, founders, and marketers through calm and clear communication.

Required Qualifications and Experience

• 2 to 4+ years of experience in Customer Success or Account Management within B2B SaaS or related fields.
• Strong commercial acumen including familiarity with Gross Revenue Retention (GRR), Net Revenue Retention (NRR), negotiation, and forecasting with an outcome-driven approach.
• Deep understanding of brand and marketing principles with the ability to demonstrate their impact.
• Proficiency with data analysis and product knowledge, comfortably leading dashboard-based discussions.
• Exceptional written and verbal communication skills suitable for executive, user, and technical stakeholders.
• Experience using tools such as Vitally, HubSpot, Subskribe, Notion, and Google Workspace.
• Combination of high care and high performance values: kind, organized, ambitious, and team-oriented.

Success Metrics for the First Year

• Portfolio meets GRR and NRR targets with forecasts ready for review at any time.
• Each account maintains an established success plan and demonstrates strong adoption.
• Development of a clear expansion pipeline with repeatable strategies aligned to Ideal Customer Profile (ICP) and segmentation.
• Customer insights are integrated into product roadmap, marketing narratives, and enablement efforts.
• Continuous improvement of playbooks with your unique contributions.

About Tracksuit

Tracksuit is a rapidly growing startup recognized for its excellence in marketing and workplace culture, having received awards such as Mumbrella Marketing Company of the Year 2022 and HRD Employer of Choice 2024. Operating for over four years, we serve more than 1000 notable brands globally including Represent Clothing, Tiffany & Co, MyFitnessPal, and many others.

Our vision is to be the defining language for strategic growth conversations among top consumer brands by offering an accessible and affordable brand tracking product that replaces traditional costly market research.

We pride ourselves on a culture of transparency, trust, continuous learning, and development, supported by a collaborative and ambitious team.

Benefits and Compensation

• Competitive salary adjusted through annual reviews.
• Employee Share Option Program ensuring everyone benefits from company success.
• Comprehensive health and wellness perks including an annual wellness bonus, premium Employee Assistance Programs, and six weeks of paid annual leave.
• Generous parental leave policies: 12 weeks paid leave for any caregiver plus additional sick leave for IVF and phased return options.
• £1000 yearly personal learning and development budget with opportunities for mentorship, public speaking, and travel.
• Flexible working arrangements with office-first culture and options for work-from-home.
• An inclusive environment that welcomes pets occasionally at the workplace.
• On-top commissions up to 20% beyond base salary.

Additional Information

Applications will begin review from 10th August 2026 onward.

Our recruitment process may involve AI-assisted tools for application screening; however, all final hiring decisions are made by humans. Contact us for data processing details.