Manager, Customer Success

Tracksuit exists to help marketers prove their brand building is working. We give teams the data they need to make smarter decisions, convince stakeholders, defend budgets, and track their progress. The brand tracking industry is dominated by 100-page reports, static data and big price-tags. We're doing things differently by being built for the modern marketer: always-on, accessible, and approachable.

We're now tracking more than 1,000 brands across 25 countries globally. With offices in Auckland, Sydney, London and New York City, we're scaling fast with a brilliant team of collaborative and ambitious humans. Our culture is defined by "high care, high performance". We strive to be the best and look after each other while we do it.

How this role fits within the team

As our Manager, Customer Success, you're the heartbeat of the Customer Success engine. You'll lead a high-performing pod of Brand Champs — Tracksuit's version of CSMs — while staying close to a small portfolio of key accounts yourself.

This is a player-coach role in the truest sense. You're right beside your Brand Champions on calls, at brand dinners and in the moments that matter — setting the standard through your own craft. Just as importantly, you'll bring a coaching style that meets a diverse team where they are, unlocking what's unique in each person rather than imposing a one-size-fits-all playbook.

We're a data and research company with a deep love of brand that uses SaaS as its delivery mechanism. We're not a conventional SaaS CS team — we're subject matter experts on Brand Theory and Brand Health, and we love it. Tracksuit is more than a platform; it's a community for modern brand builders, and this role plays a central part in bringing that to life.

You will be responsible for:

Customer impact

• Join key customer conversations to stay close to what's working (and what's not)
• Help turn Tracksuit insights into clear, compelling brand stories for senior stakeholders
• Drive continuous value by embedding brand health into how customers make decisions and run their business
• Build strong relationships with Senior Marketers and Brand Insights professionals across strategic and growth accounts

Pod performance

• Lead a pod of 3–6 Brand Champs and their combined book of business, owning GRR & NRR outcomes
• Drive and support renewals, expansion and strong customer health outcomes across the full portfolio
• Step in as a calm, senior escalation point when the stakes are high
• Own forecasting, reporting and save plans with a clear view of risk and upside

People leadership

• Coach Brand Champs to grow in capability, confidence and commercial thinking
• Run high-impact 1:1s and pod stand-ups that actually move things forward
• Lead performance, feedback and development conversations with clarity and care
• Hire and onboard new Brand Champs, coaching them for success from day one

Operational rhythm

• Balance capacity and manage customer allocations across the pod
• Keep a bird's-eye view to spot churn risks, patterns and opportunities early
• Be the voice of your pod internally — surfacing product feedback and customer needs
• Contribute to CS-wide initiatives that lift the whole team

That's the role, so who are you?

Your traits:

Curious · Data-informed · Loves people leadership · Passionate about customers · Humble · Calm under pressure · Brand & marketing interest · Comfortable with ambiguity

Experience we're looking for:

We're looking for someone with 8+ years managing a portfolio of clients where they created real value for marketers — in Customer Success, brand/marketing strategy or account management. You'll also have 2+ years leading a team of 3–6 direct reports in a high-growth or SaaS environment. Agency experience (advertising, media or research) is highly regarded.

Why we think this role is exciting

This is a rare opportunity to join our Customer team — an ambitious, kind group that champions innovative thinking and a collaborative environment. You'll work closely with our Head of Customer - US to shape the next phase of success at Tracksuit, and alongside some of the most epic brands and marketers in the US. These are cool, creative humans who love to push the boundaries — and you'll have a unique opportunity to shape how Tracksuit engages with them.