tracksuit-limited - Customer Success Manager
Requirements
• 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.
Responsibilities
• 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.
Benefits
• 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. • 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. • 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! • You’ll be joining the: • ⦿ Mumbrella Marketing Company of the Year 2022 • ⦿ HRD Employer of Choice
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