Key skills
SaaSCRMCommunicationCustomer SuccessAccount Management
About this role
Role Overview
- 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.
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).
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 conversation