Director of Customer Success, Tracksuit
USA/UK Contract
$175-215k
+ Up to 20% commission
Brand tracking dashboard
Be an early applicant
Brand tracking dashboard
21-100 employees
Be an early applicant
$175-215k
+ Up to 20% commission
21-100 employees
Company mission
To help growth companies use brand marketing to drive short and long term success.
Role
Who you are
- We’re really looking for someone with a wealth of experience in commercial conversations, team leadership and account management
- We are looking for candidates who excel in building scalable processes and are inherently customer-centric
- You are an expert in cross-functional management, collaboration and senior stakeholder management You have incredible people management skills including training, coaching, mentoring, and enabling team to achieve KPIs
- You have strong commercial understanding and experience in retaining and growing customers and reporting this to the broader business
- You are adaptable and thrives in dynamic environments, adept at adjusting to market trends and evolving client needs
- You operate with global awareness — bridging timezones to keep momentum and connection highYou are tech-savvy and have high proficiency in tools for data analysis, customer management, and marketing insights
- You are an expert in team recruitment and management and have successfully managed teams of four or more people
- You have a proven track record of success and progression in a Customer Success or Account Management role, preferably within the SaaS industry
- Experience with CRM & CS tools to optimize customer journeys (we use Hubspot and Vitally)
- High standards, attention to detail, and great communicator, using a range of tones of voice whilst interacting with a broad range of customers
- Brand/Marketing/MarTech experience (it would make the learning of marketing lingo easier).A love of good brands and branding
What the job involves
- We are excited to announce a newly created opportunity to join our Customer Team as our Director of Customer Success - US & UK. This is a contract position for 8-12 months while our Head of Customer US & UK is on maternity leave
- As the Director of Customer Success - US & UK, you will spearhead the management of our US and UK Customer Success teams, including managers and CSMs, in order to ensure Tracksuit customers are seeing value, renewing and growing
- You will play a pivotal role in senior stakeholder management and process improvement, all while shaping the culture of the Customer Success team in your region
- We're cultivating a dynamic and successful Customer Success team at Tracksuit. Beyond being a tool, Tracksuit embodies a community for brand marketers and ambitious leaders of growth brands
- This role is central to the expansion of Tracksuit by managing a regional team to drive customer loyalty, renewal, expansion through leadership, coaching, and people development
- To thrive in this role you will be excited about leading a team to connect with the best brands and agencies in the world, to help share the way modern consumer companies are built
- Lead a team of up to 2 Pod Leads (managers) and up to 10 Brand Champions (CSMs) to deliver GRR, NRR, and Upsell goals
- Using a combination of high and low touch strategies to nurture our customers and create high value relationships with CMOs, Marketing Managers and Founders. F
- Identify opportunities to drive new business growth through customer advocacy (testimonials, case studies, reference clients etc).Communicating product feedback from customer conversations back to our NZ HQ
- Working cross functionally with our existing Sales, Research and Marketing teams to position Tracksuit for massive, scalable success in the US and UK markets
- Building a high-performing customer team with a high-care culture
- Relentless improvement and monitoring of key customer success metrics to ensure we are providing a world-class customer experience
- Be an advocate for all things brand building, build a network!
- This role is based in our New York City, USA office & requires you to work from our vibrant office space
Our take
A stellar marketing strategy is a must-have for brands these days, but it can be a struggle to measure whether their approach and effort is paying off. This is where Tracksuit comes in, with its dashboard to track brand health, demonstrate return on marketing spend and answer the question, "Is what we're doing working?"
With Tracksuit's dashboard, users can toggle through different views of their data such as funnel, profile and timeline - all combining to supply a comprehensive look into where their marketing strategy is working vs not. Where the company stands out is in how digestible it has made this information, allowing marketing teams to make impactful changes in record time.
Its an exciting approach to a problem that many businesses are keen to fix, which gives Tracksuit a broad pool of potential clientele. The company has received significant investment across a few rounds, the latest of which will be used to officially launch into the US and UK markets, expand research and platform capabilities, and democratize previously unavailable market.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
Feb 2024
$13.2m
SERIES A
Feb 2023
$4.5m
SEED
Total funding: $17.7m
Company benefits
- Onboarding kit - When you join, you’ll receive an epic Tracksuit, which reflects our vibe
- Success shared - ESOP for everyone on the Track Team!
- Transparency - We practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations
- We practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations
Company HQ
Westminster, London, UK
Leadership
Matthew Herbert
(Co-CEO)Was Head of Business Development at Mish Guru, and Christchurch City Lead for Uber. Also the former President of the University of Canterbury Commerce Society (UCOM), and worked in Marketing and Promotions at MediaWorks NZ.
Connor Archbold
(Co-CEO)Partner at Previously Unavailable, and Flock Angel (Scout) at Blackbird. Was a Growth and Operations Consultant for 5 years, and before that was COO at Mish Guru.
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