Customer Success Manager

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.

Why this role exists:
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.

• 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.

• 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, Hub Spot, Subskribe, Notion, Google Workspace).
• Our flavour of High Care + High Performance
  : kind, organised, ambitious, team‑first.

• 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.

As one of Australasia’s fastest growing startups, we’ve hand‑picked a world‑class team of kind, ambitious, generous and smart humans. We’re a tight‑knit, supportive and ambitious team, driven to empower companies to use brand to drive success. Our culture thrives on complete transparency, trust, learning, and constant development and improvement.

• ⦿ Mumbrella Marketing Company of the Year 2022
• ⦿ HRD Employer of Choice