🕒 25 days ago
As a Customer Success Lead, you will build and scale the Customer Success function, focusing on customer retention, upsells, and developing effective playbooks.
Customer Success Team Lead
📅 May 3
Customer SuccessBrand StrategyTeam LeadershipCoaching
📜 Description
- Join key customer conversations to understand their needs and challenges.
- Transform Tracksuit insights into compelling brand stories for stakeholders.
- Build strong relationships with Senior Marketers and Brand Insights professionals.
- Lead a pod of 3–6 Brand Champs, focusing on renewals and customer health.
- Coach team members to enhance their capabilities and confidence.
- Contribute to company-wide initiatives that improve overall team performance.
🛠️ Requirements
- 8+ years managing a portfolio of clients in Customer Success or brand/marketing strategy.
- 2+ years leading a team of 3–6 direct reports in a high-growth or SaaS environment.
- Agency experience in advertising, media, or research is highly regarded.
Full job description
We're one of the world's fastest-growing brand tracking companies. We've built beautiful, always-on, radically affordable brand intelligence — taking an old-school, $100k+ market research product and making it 10x easier to use and 10x more affordable.
We're a world-class team of kind, ambitious, generous, and smart humans, working with over 1,000 epic brands across AU, NZ, the US and UK and we’re on the look out for our next Customer Team Lead to join the team 🙌.
How this role fits within the team:
As Pod Lead (our version of a Team Lead), 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 Champs 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
Pod performance
People leadership
Operational rhythm
That's the role, so who are you?
Your traits:
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 to shape the next phase of success at Tracksuit, and alongside some of ANZ, the US and UK's most epic brands and marketers. 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.
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