You’ll actively design and manage an incredible client experience, playing a pivotal role in the growth and retention of Tracksuit by increasing the speed of our SaaS flywheel.
A big part of this role is advocating for customers and ensuring the right feedback is adopted into the product roadmap. This means you value actual conversations with customers and are willing to do the things that don’t scale in order to get the best possible outcomes for customers.
We’re looking for a clever, kind and strategic human that has experience leading a SaaS Customer function and is ready to scale a global team across New Zealand, Australia, the US and UK.
You’ll utilise your extensive experience leading Customer teams to:
You will report to Connor, co-founder and co-CEO.
That’s the role, so who are you?
Why Tracksuit?
As one of Australasia’s fastest growing startups, we’ve hand-picked a world-class team of kind, ambitious, generous, and smart humans.
At only 2 years old, we’re incredibly grateful and excited to be working with over 250 epic brands across NZ, AU, the US and UK, like frank body, Bailey Nelson, Disney Plus, MyFitnessPal, Sharesies, Bondi Sands and more.
Our vision is to be used in every strategic growth conversation for the best consumer brands of today and tomorrow. We’re doing this by becoming the common language to measure, understand and communicate the value of brand building.
We’ve built beautiful, always-on, radically affordable brand tracking — taking an old-school, $100k+ market research product and making it 10x easier to use and 10x more affordable.
Why this role is exciting
We work closely with many of the world’s most epic brands and marketers (and often they send us freebies or invite us to fun events). We think we’ve got the best customers you could ask for, these brand marketers are cool, creative and love to push the boundaries. You’ll have the unique opportunity to shape the way Tracksuit engages with these awesome humans.
Tracksuit has been customer obsessed since day one. You’ll have the full backing of the founders and broader team to build out a world leading customer function. We are huge cheerleaders for our customers and their brands. We want you to think outside the box and ignore the traditional rules of Customer Success SaaS in order to make our customers incredibly happy.
Our churn is low, G2 at 4.7 / 5, NPS is sitting at 67 and net retention rate is always over 110%. Our customers love our product and team, so you’d be starting with a pretty solid foundation!
Why you’ll thrive here
We’re a tight-knit, supportive, and ambitious team, driven to empower companies to use brand to drive success. Our culture thrives on transparency, trust, learning, and constant development and improvement. Underpinning the experience are our competitive salaries, and other great benefits.
Obviously, when you join, you’ll receive an epic Tracksuit, which reflects our vibe. We are built for speed and comfort, we’re fun and informal (yet tidy) and we’re practical and ready for anything.
We are committed to promoting a diverse and inclusive workplace — a place where we can each be ourselves and do the best work of our lives. Research shows that while men apply to jobs when they meet some of the requirements, women and under-represented groups of candidates tend to only apply when they meet every requirement. If you think you have what it takes but don’t necessarily tick every requirement on this job description, please get in touch and apply.
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