Customer Success Team Lead (Pod Lead)

We are excited to announce a recently created opportunity within our Customer Team as Customer Success Team Lead (AKA Pod Lead). As a Pod Lead, you will spearhead the management of a small team of our high-achieving Customer Success Managers (AKA Brand Champions), as well as manage a small key portfolio of accounts and drive the retention and growth of our local client base. The role will see you building strong relationships, educating customers on how to use the data to achieve their brand and marketing goals, coaching and training the team on best-in-class account management and being a champion for senior stakeholders across key accounts. Beyond the platform itself, Tracksuit fosters a vibrant community for brand marketers and ambitious leaders of growth brands. This role is central to ensuring customer satisfaction by nurturing relationships and delivering exceptional customer engagement.

You will be responsible for:

• Using your knowledge of brands and marketing to communicate insights in Tracksuit data to help grow our customers' brands and guide their strategic thinking.
• Looking for opportunities to improve and optimise the customer journey.
• Nurturing relationships with predominantly Chief Marketing Officers, Heads of Marketing, Marketing Managers, CEOs and Founders to continually drive high levels of customer satisfaction.
• Working with your Pod Team to ensure best-in-class retention rates across our customer base.
• Making an impact on Tracksuit’s NRR by owning renewals and identifying expansion opportunities.
• Identifying opportunities to drive new business growth through customer advocacy.
• Cultivating a high-performing customer team with a culture of care, while providing robust training and support for ongoing success.
• Continuously improving and monitoring key customer success metrics to deliver a world-class customer experience.

That’s the role, so who are you?

• You have a proven track record of success and progression in a Customer Success or Account Management role, preferably within the SaaS industry.
• You uphold high standards, possess attention to detail, and excel in communication across diverse customer and stakeholder interactions.
• You have managed successful teams of three or more people.
• You possess a passion for brands and branding, ideally with experience in Brand/Marketing/MarTech.
• You are thoughtful, kind, empathetic, collaborative, and thrive on continuous learning.
• You are deeply committed to enhancing the customer experience, adept at understanding customer pain points, and crafting effective solutions.
• Experience with CRM and CS tools (we use HubSpot & Vitally).

Why you’ll thrive here:

• Come and experience life at one of the fastest-growing startups in New Zealand & Australia while we are still in the hyper-growth phase.
• Competitive market rate remuneration.
• ESOP for all staff, so you are rewarded for your best work and have a share in the success.
• Health and wellness benefits.
• Learning and development support for all of our staff.
• Mentors.
• Company socials – we celebrate our success together.
• We practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversation.

Why this role is exciting:

We’re a tight-knit, supportive, and ambitious team. Our culture thrives on transparency, trust, learning, and constant development and improvement. Underpinning the experience are our competitive salaries, and other great benefits. You will join an ambitious team that champions innovative thinking and fosters a collaborative working environment. This newly created position offers you the opportunity to work closely with our Head of Customer to shape the next phase of success at Tracksuit and within our Customer team. We also work closely with many of the UK’s most epic brands and marketers. We think we’ve got the best customers you could ask for, these brand marketers are cool, creative and love to push the boundaries. You’ll have the unique opportunity to shape the way Tracksuit engages with these awesome humans.

Why Tracksuit?

As one of Australasia's fastest-growing startups, we have assembled a world-class team comprising kind, ambitious, generous, and intelligent individuals. At just over four years old, we’re proud to work with over 600 epic brands across the UK, US, AU, and NZ like Turo, Airalo, Spindrift, CarGurus, HX Expeditions, VF Corp and more. Our vision is to be used in every strategic growth conversation for the best consumer brands of today and tomorrow. We’re doing this by becoming the common language to measure, understand and communicate the value of brand building. We’ve built beautiful, always-on, radically affordable brand tracking — taking an old-school, $100k+ market research product and making it 10x easier to use and 10x more affordable.

Obviously, when you join, you’ll receive an epic Tracksuit which reflects our vibe. We are built for speed and comfort, we're fun and informal (yet tidy), and we're practical and ready for anything. 🐾 FYI - We’re pet-friendly in principle and practice — with the occasional four-legged visitor adding to the charm, not the chaos. We are committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives.

Research shows that while men apply to jobs when they meet some of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please get in touch and apply.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Please note: this role also includes up to 20% commissions on-top of base. We practice transparent compensation at Tracksuit, which means we put a real focus on fair compensation for our people and their roles. 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.