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Icehouse Ventures
Icehouse Ventures
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Brand Champion - NZ



Auckland, New Zealand
Posted on Wednesday, May 1, 2024
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, we're building an incredible product that forms a key input into our customers’ brand strategies, marketing KPIs. We're looking for an engaging, creative and strategic human to speak the language of marketers and be a true champion of our customers' brands.
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 just over 3 years old, we're incredibly grateful and excited to be working with over 450 epic brands across NZ, AU, USA, Canada and UK, like frank body, 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.

You will be responsible for:

  • Using your knowledge of brands and marketing to communicate insights in Tracksuit data to help grow our customers' brands and guide their strategic thinking
  • Onboarding some of the world's most exciting brands and helping them navigate the Tracksuit platformProviding ongoing support for your book of business
  • Contributing to Tracksuit’s NRR by managing annual renewals and identifying upsells
  • Owning customer feedback and how this information feeds into the product team
  • Always looking for opportunities to improve and optimise the customer journey
  • Nurturing relationships with predominantly Chief Marketing Officers, Heads of Marketing, Marketing Managers, CEOs and Founders to continually drive high levels of customer satisfaction
  • Surprising and delighting our customers with your enthusiasm and love for their products and services

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.
  • Come and experience life at one of the fastest-growing startups in New Zealand & Australia while we are still in the hyper-growth phase (under 70 employees).
  • Competitive market rate remuneration.
  • ESOP for all staff, so you are rewarded for your best work and have a share in the success.
  • We have beautiful hubs in AKL, SYD, LDN, and NYC and we are basing our teams out of those cities. We are office first but full flexibility day to day.
  • Health and wellness benefits.
  • Learning and development support for all of our staff.
  • Mentors.
  • Company socials – we celebrate our success togetherWe practice complete transparency with compensation, goals (personal and professional), feedback, and high level strategic conversations.

That's the role, so who are you?

  • You've worked in marketing, market research or with consumer brands and understand Tracksuit's unique value proposition
  • You understand why good branding is critical to a business’ success (and why it’s important to track that!)
  • You thrive in fast-paced environments
  • You're thoughtful, kind and empathetic - collaborative and love learning new things
  • You're obsessive about customer experience and thrive on understanding customer problems and creating the best solution
  • You've got proven experience, success & progression in a Customer Success or Account Management role (ideally within SaaS)
  • You have experience with CRM & CS tools to optimise customer journeys (we use Hubspot)
  • You have high standards, attention to detail, and are a great communicator using a range of tones of voice whilst interacting with a broad range of customers
Why this role is exciting:
We work closely with many of the world's most epic brands and marketers and are passionate about building a community with our clients. 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 challenges the industry and pushes best in class branding.
Tracksuit has been customer-obsessed since day one and are huge cheerleaders for our customers and their brands. We want you to think outside the box and iterate on the traditional rules of Customer Success SaaS in order to make our customers incredibly happy.
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.