Customer Success Team Lead (POD Lead)

We're one of the world's fastest-growing brand tracking companies. We've built beautiful, always-on, radically affordable brand intelligence — taking an old-school, $100k+ market research product and making it 10x easier to use and 10x more affordable.

We're a world-class team of kind, ambitious, generous, and smart humans, working with over 1,000 epic brands across AU, NZ, the US and UK and we’re on the look out for our next Customer Pod Lead to join the team 🙌.

How this role fits within the team:

As Pod Lead, you're the heartbeat of the Customer Success engine. You'll lead a high-performing pod of Brand Champs — Tracksuit's version of CSMs — while staying close to a small portfolio of key accounts yourself.

This is a player-coach role in the truest sense. You're right beside your Brand Champs on calls, at brand dinners and in the moments that matter — setting the standard through your own craft. Just as importantly, you'll bring a coaching style that meets a diverse team where they are, unlocking what's unique in each person rather than imposing a one-size-fits-all playbook.

We're a data and research company with a deep love of brand that uses SaaS as its delivery mechanism. We're not a conventional SaaS CS team — we're subject matter experts on Brand Theory and Brand Health, and we love it. Tracksuit is more than a platform; it's a community for modern brand builders, and this role plays a central part in bringing that to life.

Customer impact

Join key customer conversations to stay close to what's working (and what's not)

Help turn Tracksuit insights into clear, compelling brand stories for senior stakeholders

Drive continuous value by embedding brand health into how customers make decisions and run their business

Build strong relationships with Senior Marketers and Brand Insights professionals across strategic and growth accounts

Pod performance

Lead a pod of 3–6 Brand Champs and their combined book of business, owning GRR & NRR outcomes

Drive and support renewals, expansion and strong customer health outcomes across the full portfolio

Step in as a calm, senior escalation point when the stakes are high

Own forecasting, reporting and save plans with a clear view of risk and upside

People leadership

Coach Brand Champs to grow in capability, confidence and commercial thinking

Run high-impact 1:1s and pod stand-ups that actually move things forward

Lead performance, feedback and development conversations with clarity and care

Hire and onboard new Brand Champs, coaching them for success from day one

Operational rhythm

Balance capacity and manage customer allocations across the pod

Keep a bird's-eye view to spot churn risks, patterns and opportunities early

Be the voice of your pod internally — surfacing product feedback and customer needs

Contribute to CS-wide initiatives that lift the whole team

This is a rare opportunity to join our Customer team — an ambitious, kind group that champions innovative thinking and a collaborative environment. You'll work closely with our Head of Customer to shape the next phase of success at Tracksuit, and alongside some of ANZ, the US and UK's most epic brands and marketers. These are cool, creative humans who love to push the boundaries — and you'll have a unique opportunity to shape how Tracksuit engages with them.