Customer Lead (AU)

Customer /
Full-time /
We are excited to announce a newly created opportunity to join our Customer Team as our AU Customer Lead.

As the AU Customer Lead, you will spearhead the management of our high-achieving Aussie Brand Champions (4-8 CS 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 Australia.

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?
As one of Australasia's fastest-growing startups, we have assembled a world-class team comprising kind, ambitious, generous, and intelligent individuals.

At just under three years old, we're proud to work with over 350 epic brands across NZ, AU, the US and UK, like frank body, Heaps Normal, Go-To-Skincare, Arnotts, MyFitnessPal, Bondi Sands and more.

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.

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.

You will be responsible for:
- Working with the AU 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 AU 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

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’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 you’ll thrive here
We’re a tight-knit, supportive, and ambitious team. Our culture thrives on transparency, trust, learning, and constant development and improvement. Underpinning the experience are our competitive salaries, and other great benefits.

- 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
- Mentors
- Company socials – we celebrate our success togetherWe practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations
$145,000 - $165,000 a year
Obviously, 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 (yet tidy), 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. 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.