Join our Customer Team!

Across our global offices
Customer /
Full-time /
Hybrid
As one of Australia's fastest growing start-ups, we’ve hand-picked a world-class team of kind, ambitious, generous and smart humans and are ALWAYS looking for superstars to join our team. 

In 2024, we’ll be looking to grow our Customer teams across our Auckland, Sydney, New York and London offices and will be on the look-out for experienced Customer Service Managers and Account Managers to join us as Brand Champions. 

What does a Brand Champion do?
At Tracksuit, we're building an incredible product that forms a key input into our customers’ brand strategies, marketing KPIs. We're looking for an engaging, creative and strategic human to speak the language of marketers and be a true champion of our customers' brands.

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. 

Some key responsibilities of this role include: 
- 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 businessContributing 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 optimize 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, market research or with consumer brands and understand Tracksuit's unique value propositionYou understand why good branding is critical to a business’ success (and why it’s important to track that!)
- 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 (ideally within SaaS)
- You have experience with CRM & CS tools to optimize customer journeys (we use Hubspot)
- 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.

Why this role is exciting
- We work closely with many of the world's most epic brands and marketers and are passionate about building a community with our clients. 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 challenges the industry and pushes best in class branding
- Tracksuit has been customer-obsessed since day one and are huge cheerleaders for our customers and their brands. We want you to think outside the box and iterate on the traditional rules of Customer Success SaaS in order to make our customers incredibly happy.
- Our churn is low and our G2 score is at 4.7 / 5. Our customers love our product and team!

Why you’ll thrive here
- We’re a tight-knit, supportive, and ambitious team, driven to empower companies to use brand to drive success.
- 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 a fast-growing startups while we are still in the hyper-growth phase.
- Competitive market rate remunerationESOP 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 are office first but full flexibility day to dayHealth and wellness benefitsLearning and development support for all of our staff.
- MentorsCompany socials – we celebrate our success togetherWe practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations.

Join us! 
If you want to get in the mix, upload a copy of your most recent CV and a Cover Letter that talks us through who you are, what you love doing for your 9-5, and which of our upcoming roles caught your eye.
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.