Customer Success Team Lead

Job description

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 stakeholders - Drive continuous value by embedding brand health into how customers make decisions and run their business - Build 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 outcomes - Drive and support renewals, expansion and strong customer health outcomes across the full portfolio - Step in as a calm, senior escalation point when the stakes are high - Own 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 thinking - Run high-impact 1:1s and pod stand-ups that actually move things forward - Lead performance, feedback and development conversations with clarity and care - Hire and onboard new Brand Champs, coaching them for success from day one **Operational rhythm** - Balance capacity and manage customer allocations across the pod - Keep a bird's-eye view to spot churn risks, patterns and opportunities early - Be the voice of your pod internally — surfacing product feedback and customer needs - Contribute to CS-wide initiatives that lift the whole team ### That's the role, so who are you? **Your traits:** - Curious - Data Informed - Loves people leadership - Passionate about customers - Humble - Calm under pressure - Brand and Marketing interest - Comfortable 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.