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About the Role

As Pod Lead, you will be the heartbeat of the Customer Success engine, leading a high-performing pod of Brand Champs while managing a portfolio of key accounts. This player-coach role involves setting standards through your own craft and employing a coaching style that unlocks individual potential within a diverse team. You will be central to bringing Tracksuit's community for modern brand builders to life.

Responsibilities

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
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
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
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

Requirements

8+ years managing a portfolio of clients where they created real value for marketers — in Customer Success, brand/marketing strategy or account management
2+ years leading a team of 3–6 direct reports in a high-growth or SaaS environment
Agency experience (advertising, media or research) is highly regarded

Skills

Curious
Data Informed
Loves people leadership
Passionate about customers
Humble
Calm under pressure
Brand and Marketing interest
Comfortable with ambiguity

Location

Work Type

Full-time

Experience Level

8+ years client portfolio management
2+ years team leadership

Salary/Compensations

$155,000 - $170,000 a year
Up to 20% commissions on-top of base

Benefits

Comprehensive full-cycle comp reviews annually
Rolling promotions when you've levelled up
Generous ESOP

About the Company

One of the world's fastest-growing brand tracking companies.
Built beautiful, always-on, radically affordable brand intelligence.
Taken an old-school, $100k+ market research product and made it 10x easier to use and 10x more affordable.
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.
A data and research company with a deep love of brand that uses SaaS as its delivery mechanism.
Not a conventional SaaS CS team — subject matter experts on Brand Theory and Brand Health.
More than a platform; it's a community for modern brand builders.
Vision is to be used in every strategic growth conversation for the best consumer brands of today and tomorrow.
Becoming the common language to measure, understand and communicate the value of brand building.
Built for speed and comfort, fun and informal (yet tidy), and practical and ready for anything.
Pet-friendly in principle and practice.