Customer Success Team Lead (POD Lead)

Join to apply for the Customer Success Team Lead (POD Lead) role at Tracksuit

Join to apply for the Customer Success Team Lead (POD Lead) role at Tracksuit

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We're on the look out for a Customer Success Team Lead (AKA Pod Lead) to join our team .

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

The role will see you building strong relationships, educating customers on how to use the data to achieve their brand and marketing goals, coaching and training the team on best-in-class account management and being a champion for senior stakeholders across key accounts.

Beyond the platform itself, Tracksuit fosters a vibrant community for brand marketers and ambitious leaders of growth brands. This role is central to ensuring customer satisfaction by nurturing relationships and delivering exceptional customer engagement.

You will be responsible for:

• Using your knowledge of brands and marketing to communicate insights in Tracksuit data to help grow our customers' brands and guide their strategic thinking
• Looking for opportunities to improve and optimise the customer journey
• Nurturing relationships with predominantly Chief Marketing Officers, Heads of Marketing, Marketing Managers, CEOs and Founders to continually drive high levels of customer satisfaction
• Working with your Pod Team to ensure best-in-class retention rates across our customer base
• Making an impact on Tracksuit’s NRR by owning renewals and identifying expansion opportunities. Identifying opportunities to drive new business growth through customer advocacy
• Cultivating a high-performing customer team with a culture of care, while providing robust training and support for ongoing success.
• Continuously improving and monitoring key customer success metrics to deliver a world-class customer experience.

That's the role, so who are you?

• You have a proven track record of success and progression in a Customer Success or Account Management role, preferably within the SaaS industry.
• You uphold high standards, possess attention to detail, and excel in communication across diverse customer and stakeholder interactions.
• You have managed successful teams of three or more people.
• You possess a passion for brands and branding, ideally with experience in Brand/Marketing/MarTech.
• You are thoughtful, kind, empathetic, collaborative, and thrive on continuous learning.
• You are deeply committed to enhancing the customer experience, adept at understanding customer pain points, and crafting effective solutions.
• Experience with CRM and CS tools (we use HubSpot & Vitally).

Why you’ll thrive here

• Come and experience life at one of the fastest-growing startups in New Zealand & Australia while we are still in the hyper-growth phase
• Competitive market rate remuneration
• ESOP for all staff, so you are rewarded for your best work and have a share in the success
• We have beautiful hubs in AKL, SYD, LDN, and NYC and we are basing our teams out of those cities. We provide full work flexibility (location, timing) day to day, and are happy to build unique employee experiences, creating an ideal work-life for individuals
• Health and wellness benefits
• Learning and development support for all of our staff
• Company socials – we celebrate our success together
• We practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations

Salary Band: $150,000 - $160,000 AUD per annum

We practice transparent compensation at Tracksuit, which means we put a real focus on fair compensation for our people and their roles. Your salary is supplemented with our best-in-class benefits package, as well as generous ESOP.

Why this role is exciting:

We’re a tight-knit, supportive, and ambitious team. Our culture thrives on transparency, trust, learning, and constant development and improvement. You will join an ambitious team that champions innovative thinking and fosters a collaborative working environment. This role offers you the opportunity to work closely with our Head of Customer to shape the next phase of success at Tracksuit and within our Customer team.

We also work closely with many of ANZ’s most epic brands and marketers. We think we’ve got the best customers you could ask for, these brand marketers are cool, creative and love to push the boundaries. You’ll have the unique opportunity to shape the way Tracksuit engages with these awesome humans.

Why Tracksuit?

As one of Australasia's fastest-growing startups, we have assembled a world-class team comprising kind, ambitious, generous, and intelligent individuals. Our 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, understand 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. You’ll be joining the:

⦿ Mumbrella Marketing Company of the Year 2022

⦿ NZ Hi Tech Awards, Emerging Company of the Year 2024

⦿ AFR Best Place to Work Media and Marketing (4th place) 2024

Underpinning the experience are our great benefits, including:

⦿ Compensation: Competitive market rate remuneration, which is reviewed twice 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.

FYI - We’re pet-friendly in principle and practice — with the occasional four-legged visitor adding to the charm, not the chaos.

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.

Research shows that while men apply to jobs when they meet some of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please get in touch and apply.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service, Analyst, and Business Development

• Industries

  Market Research and Technology, Information and Media

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