Tracksuit

Customer Success Team Lead – POD Lead

Tracksuit

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £85,000 - £95,000 per year

Job Level

Senior

About the role

  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementBrandingMarketingMarTechCustomer AdvocacyCustomer Journey OptimizationCustomer Experience ImprovementKey Customer Success MetricsTeam Management
Soft Skills
CommunicationAttention to DetailEmpathyCollaborationContinuous LearningRelationship BuildingCustomer Satisfaction FocusProblem SolvingLeadershipCulture of Care