Customer Success Manager (Brand Champion)

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.

Why this role exists

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.

What you'll do

• 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 you'll bring

• 2-4+ years in Customer Success / Account Management (B2B SaaS or adjacent).
• Commercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomes.
• Brand & marketing fluency-you get why brand matters and how to prove it.
• Data literate and product curious; comfortable guiding conversations with dashboards.
• Excellent written & verbal comms across exec, user and technical audiences.
• Tools familiarity (we use Vitally, HubSpot, Subskribe, Notion, Google Workspace).
• Our flavour of High Care + High Performance: kind, organised, ambitious, team first.

What success looks like (first 12 months)

• 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.

Salary

£50,000 - £67,000 a year

Please note: this role also includes up to 20% commissions on top of base.

Benefits

• Competitive market rate remuneration reviewed annually; salaries are fair across the team.
• Employee Share Option Program (ESOP) - everyone on the team has a share in Tracksuit's success.
• Progressive health and wellness benefits: an annual wellness bonus, 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 £1,000 personal L&D budget for each employee, plus additional growth opportunities including mentorships, speaking engagements, and travel.
• Flexible working: Offices in Auckland, Sydney, London, and New York with full flexibility day to day and a balanced approach to WFH/in office work.

Application details

We will begin reviewing applications from Monday 5th January 2026.