The Role
Manage a portfolio of B2B SaaS customers by onboarding them, driving dashboard adoption and business outcomes, leading quarterly check-ins, protecting renewals, identifying expansion opportunities, and maintaining accurate account health and forecasts. The role also translates customer feedback into product and marketing insights, improves customer success playbooks, and builds relationships with senior marketing stakeholders.
Summary Generated by Built In
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.
Why join us at Tracksuit?
As one of Australasia's fastest growing startups, we've hand-picked a world-class team of kind, ambitious, generous, and smart humans. But don’t take our word for it!
At just over 4 years old, we're incredibly grateful and excited to be working with over 1000+ epic brands across USA, Canada, NZ, AU and UK, like David Jones, Tiffany & Co, frank body, Heaps Normal, Go-To-Skincare, Arnotts, MyFitnessPal, Bondi Sands and more.
Tracksuit’s 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 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.
We’re a tight-knit, supportive, and ambitious team, driven to empower companies to use brand to drive success. Our culture thrives on complete transparency, trust, learning, and constant development and improvement.
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.
But don’t take our word for it! You’ll be joining the:
Mumbrella Marketing Company of the Year 2022
HRD Employer of Choice <200 Staff 2024
NZ Hi Tech Awards, Emerging Company of the Year 2024
AFR Best Place to Work Media and Marketing (4th place) 2024
🐾 FYI - We’re pet-friendly in principle and practice — with the occasional four-legged visitor adding to the charm, not the chaos.
Skills Required
- 2-4+ years of experience in Customer Success or Account Management
- Experience in B2B SaaS or an adjacent environment
- Commercial experience with GRR, NRR, negotiation, and forecasting
- Brand and marketing fluency
- Data literacy and comfort guiding conversations with dashboards
- Excellent written and verbal communication across executive, user, and technical audiences
- Familiarity with Vitally, HubSpot, Subskribe, Notion, and Google Workspace
- Organized, ambitious, kind, and team-first working style
Tracksuit Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Tracksuit and has not been reviewed or approved by Tracksuit.
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Fair & Transparent Compensation — Compensation is portrayed as transparent with clear salary bands and open pay practices, and job postings state pay is reviewed twice annually with competitive market benchmarking.
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Equity Value & Accessibility — ESOP/equity is described as available to all employees, positioning shared ownership as a core part of total rewards.
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Leave & Time Off Breadth — Six weeks of annual leave and 12 weeks of paid parental leave are highlighted as standout offerings that support work-life balance.
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The Company
What We Do
Tracksuit is the modern brand tracking platform trusted by over 1,000 consumer brands worldwide to measure and prove the impact of brand-building. Founded in 2021, we're one of New Zealand's fastest-growing startups, and we've since grown into a team of 190+ people across New York, Auckland, Sydney, and London. Built on rigorous data, Tracksuit gives brands a clear, ongoing picture of their health, tracking how they're perceived today and how that's shifting as the ways people discover and evaluate brands evolve. With best-in-class methodology, Tracksuit is designed to be easy to use and easy to understand for everyone from CMOs and CFOs to agencies, brand marketers, insights professionals, and founders.
Why Work With Us
We take the work seriously and ourselves a lot less so. We cheer each other on loudly, show up with a smile, and leave things better than we found them. And there's plenty to cheer about: a $25M Series B in 2025, expansion into 25 markets and our acquisition of AI-visibility startup Hall, to help marketers see their brand across humans and AI.
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