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
• 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
• 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

Data-literate and product-curious; comfortable guiding conversations with dashboardsCommercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomesBrand & marketing fluency-you get why brand matters and how to prove itExcellent written & verbal comms across exec, user and technical audiencesTools familiarity (we use Vitally, HubSpot, Subskribe, Notion, Google Workspace)Our flavour of High Care + High Performance: kind, organised, ambitious, team-first2-4+ years in Customer Success / Account Management (B2B SaaS or adjacent)

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