Customer Success Team Lead (POD Lead)

Tracksuit Limited • New York, NY

34d • $155,000 - $170,000

About The Position

We are excited to announce a recently created opportunity within our Customer Team as Customer Success Team Lead (AKA Pod Lead). As a Pod Lead, you will spearhead the management of a small team of our high-achieving Customer Success Managers (AKA Brand Champions), as well as manage a small key portfolio of accounts and drive the retention and growth of our local client base. The role will see you building strong relationships, educating customers on how to use the data to achieve their brand and marketing goals, coaching and training the team on best-in-class account management and being a champion for senior stakeholders across key accounts. Beyond the platform itself, Tracksuit fosters a vibrant community for brand marketers and ambitious leaders of growth brands. This role is central to ensuring customer satisfaction by nurturing relationships and delivering exceptional customer engagement.

Requirements

• You have a proven track record of success and progression in a Customer Success or Account Management role, preferably within the SaaS industry.
• You uphold high standards, possess attention to detail, and excel in communication across diverse customer and stakeholder interactions.
• You have managed successful teams of three or more people.
• You possess a passion for brands and branding, ideally with experience in Brand/Marketing/MarTech.
• You are thoughtful, kind, empathetic, collaborative, and thrive on continuous learning.
• You are deeply committed to enhancing the customer experience, adept at understanding customer pain points, and crafting effective solutions.
• Experience with CRM and CS tools (we use HubSpot & Vitally).

Responsibilities

• Using your knowledge of brands and marketing to communicate insights in Tracksuit data to help grow our customers' brands and guide their strategic thinking
• Looking for opportunities to improve and optimise the customer journey
• Nurturing relationships with predominantly Chief Marketing Officers, Heads of Marketing, Marketing Managers, CEOs and Founders to continually drive high levels of customer satisfaction
• Working with your Pod Team to ensure best-in-class retention rates across our customer base
• Making an impact on Tracksuit’s NRR by owning renewals and identifying expansion opportunities. Identifying opportunities to drive new business growth through customer advocacy
• Cultivating a high-performing customer team with a culture of care, while providing robust training and support for ongoing success.
• Continuously improving and monitoring key customer success metrics to deliver a world-class customer experience.

Benefits

• Competitive market rate remuneration
• ESOP for all staff, so you are rewarded for your best work and have a share in the success
• Health and wellness benefits
• Learning and development support for all of our staff
• Mentors
• Company socials – we celebrate our success together
• We practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees