Customer Success Manager

As a Brand Champion (our version of a Customer Success Manager), your number one priority is ensuring marketers are getting as much value as possible from the brand health data in their Tracksuit Dashboards.

Why this role exists

At Tracksuit, Brand Champions turn brand health data into business momentum. You'll help marketers get max value from their Tracksuit dashboards so they renew, expand, and rave.

You'll be the trusted partner for a portfolio of brilliant brands, educating, unblocking, and celebrating progress. As we scale a product customers love and a community marketers are proud to belong to, this role is central to Tracksuit's expansion.

What you'll do:

• Onboard & activate: Set clear success plans and get customers to first value quickly.
• Run brilliant rhythms: Lead Quarterly Check-Ins that tie product usage to outcomes.
• Protect & grow: Spot risk early, build save plans, own renewals, and drive expansion.
• Turn insight into impact: Translate feedback into crisp, actionable signals for Product & Marketing.
• Keep the house tidy: Maintain accurate health, notes, and forecasts - no surprises.
• Level up the journey: Champion playbooks and continuously improve our customer experience.
• Build real relationships: Partner with CMOs, Heads of Marketing, founders and marketers with calm, clear communication.

What you'll bring:

• 2-4+ years in Customer Success / Account Management (B2B SaaS or adjacent).
• Commercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomes.
• Brand & marketing fluency-you get why brand matters and how to prove it.
• Data-literate and product-curious; comfortable guiding conversations with dashboards.
• Excellent written & verbal comms across exec, user and technical audiences.
• Tools familiarity (we use Vitally, HubSpot, Subskribe, Notion, Google Workspace).
• Our flavour of High Care + High Performance: kind, organised, ambitious, team-first.

What success looks like (first 12months)

• Portfolio hits GRR/NRR targets with reliable, inspection-ready forecasts.
• Every account has a documented success plan and healthy adoption baseline.
• Clear expansion pipeline with repeatable motions aligned to ICP & segment.
• Customer insights inform roadmap, marketing narratives, and enablement.
• Playbooks improved with your fingerprints.

$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.

Underpinning the experience are our great benefits, including:

⦿ 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.

⦿ Progressive health and wellness benefits: Including an annual wellness bonus, access to a premium EAP platform, 401k and 6 weeks of paid annual leave.

⦿ 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.

🐾 FYI - We're pet-friendly in principle and practice - with the occasional four-legged visitor adding to the charm, not the chaos.