Customer Success Team Lead; POD Lead

Customer Success Team Lead (Pod Lead)

We are excited to announce a recently created opportunity within our Customer Team as Customer Success Team Lead (AKA Pod Lead).

As a Pod Lead, you will spearhead the management of a small team of high-achieving Customer Success Managers (Brand Champions), manage a key portfolio of accounts and drive retention and growth of our local client base.

Role responsibilities:

• Communicate insights from Tracksuit data to help grow customers’ brands and guide strategic thinking.
• Identify opportunities to improve and optimise the customer journey.
• Build strong relationships with CMO, Head of Marketing, Marketing Manager, CEO and founders to drive satisfaction.
• Work with your Pod Team to ensure best-in-class retention rates across our customer base.
• Own renewals, identify expansion opportunities and drive new business growth through customer advocacy.
• Cultivate a high-performing customer team culture of care and provide training and support for ongoing success.
• Continuously improve and monitor key customer success metrics to deliver world-class customer experience.

• Proven track record of success and progression in a Customer Success or Account Management role, preferably within SaaS.
• Strong attention to detail and excellent communication across diverse stakeholder interactions.
• Managed successful teams of three or more people.
• Passion for brands and branding, ideally with experience in Brand/Marketing/Mar Tech.
• Thoughtful, kind, empathetic, collaborative and thrive on continuous learning.
• Deep commitment to enhancing customer experience and adept at understanding pain points and crafting solutions.
• Experience with CRM and CS tools (Hub Spot & Vitally).

• Competitive market rate remuneration.
• ESOP for all staff.
• Health and wellness benefits.
• Learning and development support.
• Mentors and company socials.
• Transparent compensation, goals and high-level strategic conversations.

As one of Australasia’s fastest-growing startups, we have assembled a world-class team of kind, ambitious, generous and intelligent individuals. We work with over 600 epic brands across US, UK, AU and NZ.

We practice transparency, learning, and constant development. Join an ambitious team that champions innovative thinking.

Mid-Senior level

Full-time