Customer Success Manager

Tracksuit; York and North Yorkshire; On-site; GBP 50,000 - 65,000; Full time

Job summary

Tracksuit is seeking a Brand Champion to ensure marketers extract maximum value from brand health data in Tracksuit dashboards. You’ll onboard, activate, run quarterly check-ins, and protect renewals while guiding customers toward first value and measurable outcomes.

You’ll partner with CMOs and marketing leaders, translate feedback into product signals, maintain accurate health and forecasts, and build repeatable playbooks as Tracksuit scales.

Qualifications

• 2–4+ years in Customer Success / Account Management (B2B SaaS or adjacent).
• Data-literate with comfort guiding conversations using dashboards.
• Excellent written and verbal communication across executive, user, and technical audiences.
• Strong commercial chops: GRR/NRR, negotiation, forecasting.

Responsibilities

• Onboard & activate customers with clear success plans and early value.
• Lead Quarterly Check-Ins to tie product usage to outcomes.
• Protect and grow accounts: renewals and expansion opportunities.
• Translate feedback into actionable signals for Product & Marketing.
• Maintain accurate health, notes, and forecasts with no surprises.
• Champion playbooks to continuously improve the customer journey.

Skills

Customer Success

Account Management

B2B SaaS

Data dashboards

Negotiation

Forecasting

Communication

Brand & Marketing fluency

Tools

Vitally

HubSpot

Subskribe

Notion

Google Workspace

Job description

• As a Brand Champion (our version of a Customer Success Manager), your number one priority is ensuring marketers are getting as much value as possible from the brand health data in their Tracksuit Dashboards
• At Tracksuit, Brand Champions turn brand health data into business momentum. You’ll help marketers get max value from their Tracksuit dashboards so they renew, expand, and rave
• You’ll be the trusted partner for a portfolio of brilliant brands, educating, unblocking, and celebrating progress. As we scale a product customers love and a community marketers are proud to belong to, this role is central to Tracksuit’s expansion
• Onboard & activate: Set clear success plans and get customers to first value quickly
• Run brilliant rhythms: Lead Quarterly Check-Ins that tie product usage to outcomes
• Protect & grow: Spot risk early, build save plans, own renewals, and drive expansion
• Turn insight into impact: Translate feedback into crisp, actionable signals for Product & Marketing
• Keep the house tidy: Maintain accurate health, notes, and forecasts - no surprises
• Level up the journey: Champion playbooks and continuously improve our customer experience
• Build real relationships: Partner with CMOs, Heads of Marketing, founders and marketers with calm, clear communication
• What success looks like (first 12months):
• Portfolio hits GRR/NRR targets with reliable, inspection-ready forecasts
• Every account has a documented success plan and healthy adoption baseline
• Clear expansion pipeline with repeatable motions aligned to ICP & segment
• Customer insights inform roadmap, marketing narratives, and enablement
• Playbooks improved with your fingerprints

Data-literate and product-curious; comfortable guiding conversations with dashboardsCommercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomesBrand & marketing fluency-you get why brand matters and how to prove itExcellent written & verbal comms across exec, user and technical audiencesTools familiarity (we use Vitally, HubSpot, Subskribe, Notion, Google Workspace)Our flavour of High Care + High Performance: kind, organised, ambitious, team-first2-4+ years in Customer Success / Account Management (B2B SaaS or adjacent)