Customer Success Manager at tracksuit-limited in Sydney

Job description

• As a Brand Champion (our version of a Customer Success Manager), you'll partner with our incredible customers to help them unlock the value of brand tracking with Tracksuit. You'll sit at the intersection of data, storytelling, brand, and relationships, ensuring customers adopt Tracksuit deeply, see clear value, and choose to stay and grow with us.
• Brand Champs build strong relationships with a varied portfolio and serve as a strong voice of customer, working closely with our product, marketing, partnerships and solutions team. As we scale a product customers love and a community marketers are proud to belong to, this role is central to Tracksuit's success.

Responsibilities

• Manage a varied portfolio of customers from SMB to mid-market and Enterprise, spanning a wide range of consumer products and services, delivering strong retention and sustainable growth.
• Work closely with marketers, brand leaders, insight professionals, founders and C-Suite through key moments in their customer journey from onboarding to regular on-going touchpoints, supporting them to bring Tracksuit data and insights to life through adoption, activation and usage.
• Story-tell with data, weaving together platform knowledge, methodology, brand theory and business context to help customers drive business outcomes
• Be the Voice of Customer: translate customer feedback into clear and actionable recommendations for Product, and hold a clear POV on how Tracksuit could evolve.
• Internally, build strong cross-functional relationships with Product, Marketing, Partnerships and Solutions to help drive the best outcomes for your customers
• Be a strong team player and contributor to the CS function - form strong relationships with other Brand Champs to share learnings and help the CS function continuously level up the customer journey to improve our customer experience.

Requirements

• 3-5+ years in a Customer Success or Account Management role, preferably within the SaaS industry.
• Brand & marketing fluency - you get why brand matters and how to prove it.
• Data-literate and product-curious; comfortable speaking to data and guiding conversations with dashboards.
• Excellent written & verbal comms across exec, user and technical audiences.
• Commercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomes.
• Tool familiarity (we use HubSpot, Subskribe, Notion, Claude).
• Our flavour of High Care + High Performance: kind, organised, ambitious, team-first.

Skills

Required

• Brand & marketing fluency
• Data-literate and product-curious

Benefits

• ⦿ Compensation: Competitive market rate remuneration, which is reviewed twice annually. Our radically transparent compensation policy ensures that salaries are fair across the entire team
• ⦿ Employee Share Option Program (ESOP): So that everyone on the team has a share in Tracksuit’s success.
• ⦿ Generous parental benefits: 12 weeks’ paid parental leave for either caregiver, additional sick leave for IVF, gradual return to work.
• ⦿ A $1000 personal L&D budget for each Trackstar, plus additional growth opportunities including mentorships, speaking engagements, and travel.
• ⦿ Flexible working: We have beautiful offices in New York, London, Sydney and Auckland. We are office first but offer flexibility day to day and adopt a balanced approach to WFH/in-office work.
• $95,000 - $125,000 a year
• Please note: this role also includes up to 20% commissions on-top of base.
• We run comprehensive full-cycle comp reviews annually, as well as rolling promotions when you've levelled up. Your salary is supplemented with our best-in-class benefits package, as well as generous ESOP.