Customer Success Manager (US)

As a Customer Success Manager (we call them Brand Champions), your number one priority is ensuring marketers are getting as much value as possible from the brand health data in their Tracksuit dashboards.

We’re looking for someone who has a passion for brand and who loves working with clients. We are a scaling start-up so are looking for someone who wants to grow with the team and leave their mark by providing world-class customer engagement.

This role is all about building strong relationships, educating customers on how to use the data to achieve their brand and marketing goals, being their first point of call for all things Tracksuit Dashboard and looking for ways to drive retention and growth amongst your customers.

As we build an incredible platform that our customers LOVE, we’re also cultivating a community for brand marketers and ambitious leaders of growth brands. This role is central to the expansion of Tracksuit in the US by fostering relationships and delivering best in class engagement.

Why the role is exciting?

You will join an ambitious team that champions innovative thinking and fosters a collaborative working environment.

We also work closely with many 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.

As our Customer Success Manager, you will be reporting to the Customer Lead & 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
• Onboarding some of the world's most exciting brands and helping them navigate the Tracksuit platform. Providing ongoing support for your book of business
• Contributing to Tracksuit’s NRR by managing annual renewals and identifying upsells
• Owning customer feedback and how this information feeds into the product team
• Always 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
• Surprising and delighting our customers with your enthusiasm and love for their products and services

That's the role, so who are you?

• You've worked in marketing, MarTech, market research or consumer brands and understand Tracksuit's unique value proposition
• You thrive in fast-paced environments
• You're thoughtful, kind and empathetic - collaborative and love learning new things
• You're obsessive about customer experience and thrive on understanding customer problems and creating the best solution
• You've got proven experience, success & progression in a Customer Success or Account Management role
• You have experience with CRM & CS tools (we use Hubspot & Vitally)
• You have high standards, attention to detail, and are a great communicator using a range of tones of voice whilst interacting with a broad range of customers
• You have a love of good brands and branding

$95,000 - $120,000 a year

Please note: this role also includes up to 20% commissions on-top of base.

We practice transparent compensation at Tracksuit, which means we put a real focus on fair compensation for our people and their roles. 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.

Why join us at Tracksuit?

We’re one of Australasia's fastest growing startups, and at just a little over 3 years old, we're incredibly grateful and excited to already be working with over 1,000 epic brands across the US, UK, AU and NZ like MyFitnessPal, Steve Madden, Bondi Sands, Athletic Brewing and more.

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.

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

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, 401k 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 New York, London, Sydney and Auckland. We are office first but offer flexibility day to day and adopt a balanced approach to WFH/in-office work.

But don’t take our word for it! You’ll be joining the:

- Mumbrella Marketing Company of the Year 2022

- HRD Employer of Choice <200 Staff 2024

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

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

- Digiday Worklife 2025 awards:

Most Passionate Employees: Tracksuit Fuels Brands – Passionate Employees Fuel Tracksuit

Most Transparent Culture: Tracksuit, Where Transparency Keeps Us on Track

👉 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.