About this role
What you'll do:
- Manage a varied portfolio of customers from SMB to mid-market and Enterprise, spanning a wide range of consumer products and services, delivering strong retention and sustainable growth.
- Work closely with marketers, brand leaders, insight professionals, founders and C-Suite through key moments in their customer journey from onboarding to regular on-going touchpoints, supporting them to bring Tracksuit data and insights to life through adoption, activation and usage.
- Story-tell with data, weaving together platform knowledge, methodology, brand theory and business context to help customers drive business outcomes
- Be the Voice of Customer: translate customer feedback into clear and actionable recommendations for Product, and hold a clear POV on how Tracksuit could evolve.
- Internally, build strong cross-functional relationships with Product, Marketing, Partnerships and Solutions to help drive the best outcomes for your customers
- Be a strong team player and contributor to the CS function - form strong relationships with other Brand Champs to share learnings and help the CS function continuously level up the customer journey to improve our customer experience.
What you'll bring:
- 3-5+ years in a Customer Success or Account Management role, preferably within the SaaS industry.
- Brand & marketing fluency - you get why brand matters and how to prove it.
- Data-literate and product-curious; comfortable speaking to data and guiding conversations with dashboards.
- Excellent written & verbal comms across exec, user and technical audiences.
- Commercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomes.
- Tool familiarity (we use HubSpot, Subskribe, Notion, Claude).
- Our flavour of High Care + High Performance: kind, organised, ambitious, team-first.
What success looks like (first 12months)
- You consistently help customers unlock meaningful value from Tracksuit data and insights through strong product knowledge, embedding it into their workflows to inform real brand and marketing decisions.
- You retain and grow your accounts by building strong customer relationships and value realisation
- You actively contribute to shared team learning and show up as a genuine champion, for your customers and your teammates.
- You collaborate cross-functionally, partnering closely with Growth Account Executives, Product, and Solutions to support CS KPIs and inform the product roadmap, marketing, and enablement.
Please note: this role also includes up to 20% commissions on-top of base.
We run comprehensive full-cycle comp reviews annually, as well as rolling promotions when you've levelled up. Your salary is supplemented with our best-in-class benefits package, as well as generous ESOP.