As a Brand Champion (our version of a Customer Success Manager), you'll partner with our incredible customers to help them unlock the value of brand tracking with Tracksuit. You'll sit at the intersection of data, storytelling, brand, and relationships, ensuring customers adopt Tracksuit deeply, see clear value, and choose to stay and grow with us.
Brand Champs build strong relationships with a varied portfolio and serve as a strong voice of customer, working closely with our product, marketing, partnerships and solutions team. As we scale a product customers love and a community marketers are proud to belong to, this role is central to Tracksuit's success.
What you'll do:
- Manage a varied portfolio of customers from SMB to mid-market and Enterprise, spanning a wide range of consumer products and services, delivering strong retention and sustainable growth.
- Work closely with marketers, brand leaders, insight professionals, founders and C-Suite through key moments in their customer journey from onboarding to regular on-going touchpoints, supporting them to bring Tracksuit data and insights to life through adoption, activation and usage.
- Story-tell with data, weaving together platform knowledge, methodology, brand theory and business context to help customers drive business outcomes
- Be the Voice of Customer: translate customer feedback into clear and actionable recommendations for Product, and hold a clear POV on how Tracksuit could evolve.
- Internally, build strong cross-functional relationships with Product, Marketing, Partnerships and Solutions to help drive the best outcomes for your customers
- Be a strong team player and contributor to the CS function - form strong relationships with other Brand Champs to share learnings and help the CS function continuously level up the customer journey to improve our customer experience.
What you'll bring:
- 3-5+ years in a Customer Success or Account Management role, preferably within the SaaS industry.
- Brand & marketing fluency - you get why brand matters and how to prove it.
- Data-literate and product-curious; comfortable speaking to data and guiding conversations with dashboards.
- Excellent written & verbal comms across exec, user and technical audiences.
- Commercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomes.
- Tool familiarity (we use HubSpot, Subskribe, Notion, Claude).
- Our flavour of High Care + High Performance: kind, organised, ambitious, team-first.
What success looks like (first 12months)
- You consistently help customers unlock meaningful value from Tracksuit data and insights through strong product knowledge, embedding it into their workflows to inform real brand and marketing decisions.
- You retain and grow your accounts by building strong customer relationships and value realisation
- You actively contribute to shared team learning and show up as a genuine champion, for your customers and your teammates.
- You collaborate cross-functionally, partnering closely with Growth Account Executives, Product, and Solutions to support CS KPIs and inform the product roadmap, marketing, and enablement.
Skills Required
- 3-5+ years of experience in Customer Success or Account Management
- SaaS industry experience
- Brand and marketing fluency
- Data literacy and comfort using dashboards
- Product curiosity and ability to learn platform functionality
- Excellent written and verbal communication across executive, user, and technical audiences
- Commercial experience with GRR, NRR, negotiation, and forecasting
- Familiarity with HubSpot, Subskribe, Notion, and Claude
- Organized, ambitious, team-first approach with high care and high performance
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.
Tracksuit Insights
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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