Customer Success Manager

Role Overview

• 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.

Requirements

• 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.

Benefits

• Compensation: Competitive market rate remuneration, which is reviewed twice annually.
• Employee Share Option Program (ESOP): So that everyone on the team has a share in Tracksuit’s success.
• Progressive health and wellness benefits: Including an annual wellness bonus, access to a premium EAP platform, 401k 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 $1000 personal L&D budget for each Trackstar, plus additional growth opportunities including mentorships, speaking engagements, and travel.
• Flexible working: We have beautiful offices in New York, London, Sydney and Auckland. We are office first but offer flexibility day to day and adopt a balanced approach to WFH/in-office work.