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 Manager, Customer Success (aka Customer Pod Lead) to join the team 🙌.
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:
- 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
- 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
- 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
- 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
Customer impact
Pod performance
People leadership
Operational rhythm
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.
Why Tracksuit?
Our 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, understand 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.
Obviously, when you join, you’ll receive an epic Tracksuit which reflects our vibe. We are built for speed and comfort, we're fun and informal (yet tidy), and we're practical and ready for anything.
🐾 FYI - We’re pet-friendly in principle and practice — with the occasional four-legged visitor adding to the charm, not the chaos.
We are committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet some of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please get in touch and apply.
Skills Required
- 8+ years managing a portfolio of clients and creating value for marketers through customer success, brand or marketing strategy, or account management
- 2+ years leading a team of 3–6 direct reports
- Experience in a high-growth or SaaS environment
- Agency experience in advertising, media, or research
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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