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 🙌.

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.

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
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.
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.
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.