Customer Lead (ANZ)
Sydney
Customer /
Full-time /
Hybrid
We are excited to announce a newly created opportunity to join our Customer Team as our ANZ Customer Lead.
As the ANZ Customer Lead, you will spearhead the management of our high-achieving Aussie and New Zealand Brand Champions (currently 10+ team members), driving the retention and growth of our local client base. Operating within our largest revenue-generating market, you will play a pivotal role in Tracksuit’s expansion across ANZ.
The role will see you implementing commercial processes within our scaling SaaS business, 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 nuturing relationships and delivering exceptional customer engagement.
Why Tracksuit?
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. At Tracksuit we consider a unique perspective, diverse experience and a growth mindset to be of greater value than ticking every box on an JD. If you think you have what it takes but don’t have the exact experience we’ve set out, please still get in touch and apply. We’d love to chat!
At Tracksuit we provide beautiful, radically affordable, always-on brand tracking which is easy to use compared to traditional methods. Check us out here: www.gotracksuit.com
Key Aspects of the Role:
We’re really looking for someone with a wealth of experience in commercial conversations, team leadership and account management. We are looking for candidates who excel in building scalable processes and are inherently customer-centric.
Why this role is exciting:
You will join an ambitious team that champions innovative thinking and fosters a collaborative working environment. This newly created position 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 Australia & New Zealand'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.
You will be responsible for:
- Leading the ANZ CS team to ensure best-in-class retention rates across our customer base
- Identifying opportunities to drive new business growth through customer advocacy
- Working cross-functionally with our Product, Sales and Marketing teams to position Tracksuit for massive, scalable success in the ANZ market
- Cultivating a high-performing customer team with a culture of care, while providing robust training and support for ongoing success
- Employing a mix of high-touch and low-touch strategies to nurture customer relationships and establish high-value connections with CMOs, Marketing Managers, and founders
- 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 managed successful teams of four or more people
- You have a proven track record of success and progression in a Customer Success or Account Management role, preferably within the SaaS industry
- Experience with CRM and CS tools (we use HubSpot & Vitally).
- You uphold high standards, possess attention to detail, and excel in communication across diverse customer and internal stakeholder interactions
- 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.
$175,000 - $175,000 a year
We practise transparent compensation at Tracksuit, which means we put a real focus on fair compensation for our people and their roles. Every person who starts at Tracksuit comes in at the mid-point of the salary band to ensure total equality. 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.
We’re one of Australasia's fastest growing startups, and at just 3 years old, we're incredibly grateful and excited to already be working with over 450 epic brands across NZ, AU, USA, Canada and UK, like frank body, MyFitnessPal, Sharesies, Bondi Sands 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.
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.
⦿ Bonus Scheme: An annual company-wide performance bonus to celebrate hitting our targets together.
⦿ 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.
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
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.
