SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Tracksuit is a fast-growing brand tracking and intelligence platform that democratizes market research. The company delivers beautiful, affordable brand intelligence to over 1,000 brands across Australia, New Zealand, the US, and UK, replacing expensive legacy research products with a 10x easier, 10x more affordable SaaS alternative.
As Manager, Customer Success (Customer Pod Lead), you will lead the customer success engine at Tracksuit. This is a player-coach role where you manage a pod of 3–6 Brand Champions (CSMs) while maintaining direct involvement with key strategic accounts. You'll be a subject matter expert in brand theory and brand health, not just a conventional SaaS CS manager.
Key responsibilities include:
**Customer Impact:** Join key customer conversations with senior marketers and brand insights professionals. Help translate Tracksuit insights into compelling brand stories for C-suite stakeholders. Drive continuous value by embedding brand health into customer decision-making and business operations.
**Pod Performance:** Own GRR and NRR outcomes for your pod's combined book of business. Drive renewals, expansion, and customer health across the full portfolio. Serve as a calm, senior escalation point for high-stakes situations. Own forecasting, reporting, and save plans with clear visibility of risk and upside.
**People Leadership:** Coach Brand Champions to grow in capability, confidence, and commercial thinking. Run impactful 1:1s and pod stand-ups. Lead performance, feedback, and development conversations with clarity and care. Hire and onboard new team members, coaching them for success from day one.
**Operational Rhythm:** Balance capacity and manage customer allocations. Spot churn risks and opportunities early. Surface product feedback and customer needs internally. Contribute to CS-wide initiatives.
You'll work closely with the Head of Customer - US to shape the next phase of Tracksuit's customer success strategy, engaging with innovative, creative brands and marketers who push boundaries.
**Requirements:**
- 8+ years managing a portfolio of clients where you created real value for marketers (in Customer Success, brand/marketing strategy, or account management)
- 2+ years leading a team of 3–6 direct reports in a high-growth or SaaS environment
- Traits: curious, data-informed, passionate about people leadership and customers, humble, calm under pressure, interest in brand and marketing, comfortable with ambiguity
- Agency experience (advertising, media, or research) is highly regarded
