Customer Success Team Lead Required in London - London

Customer Success Team Lead Required in London

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.

You will be responsible for:

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

That's the role, so who are you?

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)

Why you’ll thrive here

Come and experience life at one of the fastest-growing startups in New Zealand & Australia while we are still in the hyper-growth phase
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 conversation

APPLY NOW
https://www.linkedin.com/jobs/view/4382918734/?e

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