Director of Customer Success USA/UK - Contract

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.

Why Tracksuit?

As one of Australasia's fastest-growing startups, we have assembled a world-class team comprising kind, ambitious, generous, and intelligent individuals.

At just over three years old, we're proud to work with over 600 epic brands across NZ, AU, the US and UK, like Athletic Brewing, MyFitnessPal, Opendoor, Steve Madden and more.

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.

Key Aspects of the Role:

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.

• 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.
• 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!

• 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.

• Come and experience life at one of the fastest-growing startups in ANZ while we are still in the hyper-growth phase and rapidly expanding in the Northern Hemisphere
• Competitive market rate remuneration - We have beautiful hubs in NYC, LDN, AKL and SYD and we are basing our teams out of those cities.
• We provide work flexibility (location, timing) and strive to create unique employee experiences that support work-life for our people.
• Health and wellness benefits
• 401k Matching up to 4%
• Mentors
• Company socials – we celebrate our success together
• We practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations

Why this role is exciting:

We’re a tight-knit, supportive, and ambitious team. Our culture thrives on transparency, trust, learning, and constant development and improvement.

You will join an ambitious team that champions innovative thinking and fosters a collaborative working environment. This newly created position offers you the opportunity to work closely with our Head of Customer to shape the next phase of success at Tracksuit and within our Customer team.

We also work closely with many of the US and UK’s most epic brands and marketers. We think we’ve got the best customers you could ask for, these brand marketers are cool, creative and love to push the boundaries. You’ll have the unique opportunity to shape the way Tracksuit engages with these awesome humans.

👉 Please note: This role is based in our New York City, USA office & requires you to work from our vibrant office space. With flexibility to work from home, we trust you to choose the balance that empowers you & your team to achieve their goals.

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.

We are committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet some of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please get in touch and apply.