▷ 3 Days Left Customer Success Manager

What you/'ll do:

- 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.

What you/'ll bring:

- 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.

Why join us at Tracksuit?

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
- ⦿ NZ Hi Tech Awards, Emerging Company of the Year 2024
- ⦿ AFR Best Place to Work Media and Marketing (4th place) 2024

At just over 4 years old, we/'re incredibly grateful and excited to be working with over 600 epic brands across NZ, AU, USA, Canada and UK, like David Jones, Tiffany & Co, frank body, Heaps Normal, Go-To-Skincare, Arnotts, MyFitnessPal, Bondi Sands and more.

Tracksuit/’s vision is to be used in every strategic growth conversation for the best consumer brands of today and tomorrow. We/’re doing this by becoming the common language to measure and communicate the value of brand building. We/'ve built beautiful, always-on, radically affordable brand tracking - taking an old-school, $100k+ market research product and making it 10x easier to use and 10x more affordable.

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.

Benefits

- Compensation: Competitive market rate remuneration, which is reviewed annually. Our radically transparent compensation policy ensures that salaries are fair across the entire team.
- Employee Share Option Program (ESOP): So that everyone on the team has a share in Tracksuit’s success.
- Progressive health and wellness benefits: Including an annual wellness bonus, access to a premium EAP platform, and 6 weeks of paid annual leave.
- Generous parental benefits: 12 weeks’ paid parental leave for either caregiver, additional sick leave for IVF, gradual return to work.
- A $1000 personal L&D budget for each Trackstar, plus additional growth opportunities including mentorships, speaking engagements, and travel.
- Flexible working: We have beautiful offices in Auckland, Sydney, London, and New York. We are office first but offer full flexibility day to day and adopt a balanced approach to WFH/in-office work.
- Most importantly, when you join, you’ll receive an epic Tracksuit which reflects our vibe. We are built for speed and comfort, we/'re fun and informal, and we/'re practical and ready for anything
- We are committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives.

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