Hybrid Customer Success Team Lead – POD Lead

at Tracksuit

• Job title: Customer Success Team Lead – POD Lead
• Job type: Full Time
• Experience level: Senior
• Salary: £85,000 - £95,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Success Team Lead spearheading management of a high-achieving team. Fostering customer satisfaction by nurturing relationships and delivering exceptional engagement within Tracksuit.

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.

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