Manager, Customer Success

How this role fits within the team:

As our Manager, Customer Success, 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 Champions 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