Customer Success Team Lead

Customer Success Team Lead (POD Lead) As a Pod Lead, you will spearhead the management of a small team of our high‑achieving Customer Success Managers (Brand Champions), as well as manage a small key portfolio of accounts and drive the retention and growth of our local client base. 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 nurturing relationships and delivering exceptional customer engagement. Responsibilities Using your knowledge of brands and marketing to communicate insights in Tracksuit data to help grow our customers' brands and guide their strategic thinking Looking for opportunities to improve and optimise 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 Working with your Pod Team to ensure best‑in‑class retention rates across our customer base Making an impact on Tracksuit's NRR by owning renewals and identifying expansion opportunities, and by driving new business growth through customer advocacy Cultivating a high‑performing customer team with a culture of care, while providing robust training and support for ongoing success Continuously improving and monitoring key customer success metrics to deliver a world‑class customer experience Qualifications You have a proven track record of success and progression in a Customer Success or Account Management role, preferably within the SaaS industry You uphold high standards, possess attention to detail, and excel in communication across diverse customer and stakeholder interactions You have managed successful teams of three or more people 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 Experience with CRM and CS tools (we use HubSpot & Vitally) Why You'll Thrive Here Come and experience life at one of the fastest‑growing startups in New Zealand & Australia while we are still in the hyper‑growth phase. Compensation Competitive market‑rate remuneration ESOP for all staff, so you are rewarded for your best work and have a share in the success. Salary Band: $150,000 – $160,000 AUD per annum We practice transparent compensation at Tracksuit, which means salaries are fair across the entire team. Your salary is supplemented with our best‑in‑class benefits package, as well as generous ESOP. Benefits Health and wellness benefits Learning and development support for all of our staff Flexible working – offices in Auckland, Sydney, London, and New York; work flexibility day to day and a balanced approach to WFH / in‑office work. Generous parental benefits: 12 weeks’ paid parental leave for either caregiver, additional sick leave for IVF, gradual return to work. Personal L&D budget Company swag (epic Tracksuit) reflecting our vibe. Pet‑friendly environment with occasional four‑legged visitors. 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. Company Achievements Mumbrella Marketing Company of the Year NZ Hi Tech Awards, Emerging Company of the Year AFR Best Place to Work Media and Marketing (4th place) Additional Notes We encourage diverse candidates – apply even if you don't tick every requirement. Leadership: Mid‑Senior level Employment type: Full‑time Job function: Customer Service, Analyst, and Business Development Industries: Market Research and Technology, Information and Media Location: Sydney, New South Wales, Australia #J-18808-Ljbffr