Customer Success Team Lead

We're one of the world's fastest-growing brand tracking companies. We've built beautiful, always-on, radically affordable brand intelligence — taking an old-school, $100k+ market research product and making it 10x easier to use and 10x more affordable.

We're a world-class team of kind, ambitious, generous, and smart humans, working with over 1,000 epic brands across AU, NZ, the US and UK and we’re on the look out for our next Customer Team Lead to join the team 🙌.

How this role fits within the team:
As Pod Lead (our version of a Team Lead), you're the heartbeat of the Customer Success engine. You'll lead a high-performing pod of Brand Champs — Tracksuit's version of CSMs — while staying close to a small portfolio of key accounts yourself.

This is a player-coach role in the truest sense. You're right beside your Brand Champs on calls, at brand dinners and in the moments that matter — setting the standard through your own craft. Just as importantly, you'll bring a coaching style that meets a diverse team where they are, unlocking what's unique in each person rather than imposing a one-size-fits-all playbook.

We're a data and research company with a deep love of brand that uses SaaS as its delivery mechanism. We're not a conventional SaaS CS team — we're subject matter experts on Brand Theory and Brand Health, and we love it. Tracksuit is more than a platform; it's a community for modern brand builders, and this role plays a central part in bringing that to life.

You will be responsible for:
Customer impact

Join key customer conversations to stay close to what's working (and what's not)Help turn Tracksuit insights into clear, compelling brand stories for senior stakeholdersDrive continuous value by embedding brand health into how customers make decisions and run their businessBuild strong relationships with Senior Marketers and Brand Insights professionals across strategic and growth accounts

Pod performance

Lead a pod of 3–6 Brand Champs and their combined book of business, owning GRR & NRR outcomesDrive and support renewals, expansion and strong customer health outcomes across the full portfolioStep in as a calm, senior escalation point when the stakes are highOwn forecasting, reporting and save plans with a clear view of risk and upside

People leadership

Coach Brand Champs to grow in capability, confidence and commercial thinkingRun high-impact 1:1s and pod stand-ups that actually move things forwardLead performance, feedback and development conversations with clarity and careHire and onboard new Brand Champs, coaching them for success from day one

Operational rhythm

Balance capacity and manage customer allocations across the podKeep a bird's-eye view to spot churn risks, patterns and opportunities earlyBe the voice of your pod internally — surfacing product feedback and customer needsContribute to CS-wide initiatives that lift the whole team

That's the role, so who are you?
Your traits:

CuriousData InformedLoves people leadershipPassionate about customersHumbleCalm under pressureBrand and Marketing interestComfortable with ambiguity

Experience we're looking for: We're looking for someone with 8+ years managing a portfolio of clients where they created real value for marketers — in Customer Success, brand/marketing strategy or account management. You'll also have 2+ years leading a team of 3–6 direct reports in a high-growth or SaaS environment. Agency experience (advertising, media or research) is highly regarded.

Why we think this role is exciting:
This is a rare opportunity to join our Customer team — an ambitious, kind group that champions innovative thinking and a collaborative environment. You'll work closely with our Head of Customer to shape the next phase of success at Tracksuit, and alongside some of ANZ, the US and UK's most epic brands and marketers. These are cool, creative humans who love to push the boundaries — and you'll have a unique opportunity to shape how Tracksuit engages with them.

Why Tracksuit?
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.

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.

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

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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.