Customer Success Manager (Brand Champion)

black.ai; Greater London; Hybrid; GBP 50,000 - 67,000; Full time

Job summary

A fast-growing tech startup in the UK seeks a Brand Champion to enhance customer value from brand health data. This role involves onboarding clients, leading check-ins, and driving product value. Ideal candidates have experience in Customer Success and a strong understanding of brand marketing. The position offers a competitive salary of £50,000 - £67,000 per year with additional commission, alongside exceptional benefits and flexible working conditions.

Benefits

Competitive salary

Employee Share Option Program

Annual wellness bonus

Flexible working environment

Generous parental leave benefits

Qualifications

• 2–4+ years in Customer Success / Account Management (B2B SaaS or adjacent).
• Commercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomes.
• Brand & marketing fluency—you get why brand matters and how to prove it.

Responsibilities

• Onboard & activate customers to achieve early success.
• Lead Quarterly Check-Ins connecting product usage to outcomes.
• Identify risks and develop plans for retention and growth.

Skills

Customer Success

Account Management

Data literacy

Communication

Negotiation

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.

Why this role exists

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.

What you'll do:

• 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 you'll bring:

• 2–4+ years in Customer Success / Account Management (B2B SaaS or adjacent).
• Commercial chops (GRR/NRR, negotiation, forecasting) and a bias to outcomes.
• Brand & marketing fluency—you get why brand matters and how to prove it.
• Data-literate and product-curious; comfortable guiding conversations with dashboards.
• Excellent written & verbal comms across exec, user and technical audiences.
• Tools familiarity (we use Vitally, HubSpot, Subskribe, Notion, Google Workspace).
• Our flavour of High Care + High Performance: kind, organised, ambitious, team-first.

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.

Why join us at Tracksuit?

As one of Australasia's fastest growing startups, we've hand-picked a world-class team of kind, ambitious, generous, and smart humans. But don’t take our word for it!

You’ll be joining the:

• Mumbrella Marketing Company of the Year 2022
• HRD Employer of Choice <200 Staff 2024
• NZ Hi Tech Awards, Emerging Company of the Year 2024
• AFR Best Place to Work Media and Marketing (4th place) 2024

At just over 4 years old, we're incredibly grateful and excited to be working with over 1000+ epic brands across the UK, USA, Canada, NZ and AU like Represent Clothing, Lowes, Turo, Heights, MoonCup, AllPress, Rapha, Sol De Janeiro, Tiffany & Co, MyFitnessPal, Hatch, Bondi Sands and more.

Tracksuit’s 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 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.

We’re a tight-knit, supportive, and ambitious team, driven to empower companies to use brand to drive success. Our culture thrives on complete transparency, trust, learning, and constant development and improvement.

Underpinning the experience are our great benefits, including:

• Compensation: Competitive market rate remuneration, which is reviewed annually. Our radically transparent compensation policy ensures that salaries are fair across the entire team.
• Employee Share Option Program (ESOP): So that everyone on the team has a share in Tracksuit’s success.
• Progressive health and wellness benefits: Including an annual wellness bonus, access to a premium EAP platform, and 6 weeks of paid annual leave.
• Generous parental benefits: 12 weeks’ paid parental leave for either caregiver, additional sick leave for IVF, gradual return to work.
• A £1000 personal L&D budget for each Trackstar, plus additional growth opportunities including mentorships, speaking engagements, and travel.
• Flexible working: We have beautiful offices in Auckland, Sydney, London, and New York. We are office first but offer full flexibility day to day and adopt a balanced approach to WFH/in-office work.

Most importantly, 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, and we're practical and ready for anything

We will begin reviewing applications from Monday 5th January 2026. Thank you for your patience - we’re excited to connect with you in the new year!

FYI - We’re pet-friendly in principle and practice — with the occasional four-legged visitor adding to the charm, not the chaos.

50000 - 67000 GBP a year

Please note: this role also includes up to 20% commissions on-top of base.

We practice transparent compensation at Tracksuit, which means we put a real focus on fair compensation for our people and their roles. We run comprehensive full-cycle comp reviews annually, as well as rolling promotions when you've levelled up. Your salary is supplemented with our best-in-class benefits package, as well as generous ESOP.