Customer Success Manager

Role overview

As a Brand Champion, which is Tracksuit’s term for a Customer Success Manager, your main focus will be helping marketers extract maximum value from brand health insights in their Tracksuit dashboards.

This position exists to convert brand health data into measurable business progress. You will guide customers so they gain real value from the product, continue their subscriptions, expand their usage, and speak positively about the experience.

You will serve as a dependable partner to a portfolio of high-quality brands, helping them understand the platform, remove barriers, and recognise wins. As Tracksuit grows, this role will play an important part in expanding the business.

Key responsibilities

• Guide new customers through onboarding and activation by creating clear success plans and helping them reach value quickly.
• Lead Quarterly Check-Ins that connect product engagement with business outcomes.
• Identify renewal risks early, develop retention plans, manage renewals, and support expansion opportunities.
• Convert customer feedback into clear and practical insights for the Product and Marketing teams.
• Keep customer records, health data, notes, and forecasts accurate and current so there are no surprises.
• Improve customer experience by championing playbooks and continuously refining internal processes.
• Build strong working relationships with CMOs, Heads of Marketing, founders, and marketing teams through calm, clear communication.

What we're looking for

• At least 2–4+ years of experience in Customer Success or Account Management, ideally in B2B SaaS or a similar environment.
• Comfort with commercial responsibilities such as gross retention, net revenue retention, negotiation, and forecasting, with a focus on business outcomes.
• Strong understanding of brand and marketing, including how to demonstrate the value of brand-building.
• Ability to work confidently with data and product discussions, especially when using dashboard insights to guide conversations.
• Excellent written and verbal communication skills for executive, customer, and technical audiences.
• Familiarity with tools such as Vitally, HubSpot, Subskribe, Notion, and Google Workspace.
• A working style that combines care and high performance: organised, collaborative, ambitious, and considerate.

Success in the first 12 months

• The portfolio consistently meets GRR and NRR targets, with forecasts that are reliable and ready for review.
• Each account has a documented success plan and a healthy adoption baseline.
• A clear expansion pipeline is in place, with repeatable motions aligned to ICP and segment.
• Customer insights help shape the roadmap, marketing messaging, and enablement materials.
• Existing playbooks are improved and strengthened through your contribution.

About Tracksuit

Tracksuit is one of Australasia’s fastest-growing startups, with a team made up of kind, ambitious, generous, and smart people. The company works with more than 1,000 brands across the USA, Canada, New Zealand, Australia, and the UK, including David Jones, Tiffany & Co, frank body, Heaps Normal, Go-To-Skincare, Arnotts, MyFitnessPal, Bondi Sands, and many others.

The company’s goal is to become part of every strategic growth conversation for leading consumer brands. It does this by making brand measurement the common language for demonstrating the value of brand building. Tracksuit has created an always-on, visually polished, and highly affordable brand tracking product that makes an old, expensive market research category much easier and cheaper to use.

The culture is described as tight-knit, supportive, ambitious, transparent, trusting, and committed to learning, development, and constant improvement.

Benefits and compensation

Compensation is competitive and market-based, and it is reviewed twice each year. Tracksuit maintains a transparent pay approach to support fairness across the team.

The company also offers an ESOP so team members can share in the company’s success.

Health and wellness benefits include an annual wellness bonus, access to a premium EAP platform, 401k, and 6 weeks of paid annual leave.

Parental support includes 12 weeks of paid parental leave for either caregiver, extra sick leave for IVF, and a gradual return-to-work arrangement.

Each team member receives a $1000 personal learning and development budget, along with additional growth opportunities such as mentorship, speaking opportunities, and travel.

Tracksuit follows an office-first model, with flexibility day to day and a balanced approach to working from home versus the office. The company has offices in New York, London, Sydney, and Auckland.

Additional information

This role includes up to 20% commission on top of base pay.

Tracksuit uses transparent compensation practices, including annual full-cycle compensation reviews and rolling promotions when people progress in their roles.

The company may use AI tools during the hiring process to support tasks such as application review, resume analysis, response assessment, and identifying inconsistencies or verification signals in application materials. These tools assist the recruitment team but do not replace human judgment. Final hiring decisions are made by people. Candidates can contact the company for more information about how data is processed.

Tracksuit also notes that it is pet-friendly in principle and practice, with occasional four-legged visitors adding to the office environment.

Awards and recognition

Tracksuit has been recognised as Mumbrella Marketing Company of the Year 2022, HRD Employer of Choice <200 Staff 2024, NZ Hi Tech Awards Emerging Company of the Year 2024, and AFR Best Place to Work Media and Marketing (4th place) 2024.