Customer Success Manager

3 weeks ago

New York, New York, United States Foursquare Full time
About Foursquare

Foursquare is a leading location technology and data cloud platform that bridges digital spaces and physical places. Our proprietary technology provides the most accurate and trustworthy location data, empowering businesses to make informed decisions, improve customer experiences, and drive better outcomes.

About the Position

Foursquare is seeking a seasoned Customer Success Manager to join our team in New York. As a key member of our Marketers/Ad-Tech business, you will lead a diverse team of 8 Customer Success Managers across multiple North America locations and time zones.

Key Responsibilities
  • Lead a team of Customer Success Managers, providing coaching, development, and empowerment to drive strong internal and external relationships.
  • Inform and execute on the overall strategy and direction for your team, connecting team efforts to company-level priorities.
  • Identify areas for improvement in delivering world-class service and support to customers.
  • Design and implement processes, systems, and standard methodologies across the CS team.
  • Establish deeper relationships with customers and high-level executives, collaborating with the Account Management team to drive expansion opportunities.
  • Play an escalation point for your team, resolving sensitive situations and working directly with customers to ensure smooth resolutions.
  • Evaluate and act on trends across Customer Success activities, team capacity, customer sentiment, and overall team efficiency.
  • Support the delivery of existing customer bookings and expansion targets.
  • Contribute to the design and development of motions and assets for new products planned for release in 2024 and beyond.
  • Build strong cross-functional relationships with Marketing and Sales teams to prioritize efforts for customers and shape Foursquare's product roadmap.
Requirements
  • 8+ years of professional experience, including 3+ years of Management experience in Marketing/Advertising agencies or Media/AdTech companies.
  • Results-driven with knowledge and experience in driving business objectives, customer relationship management, customer satisfaction, and revenue growth.
  • Excellent communication and organizational skills, with a bias for proactively resolving issues.
  • Experience working with campaign measurement solutions is preferred.
  • Strong knowledge of Sales-led growth, Product-led growth, and/or Enterprise Software Sales/Success motions, with experience in the AdTech space a plus.
  • Flexible, startup mindset, and ability to operate in a dynamic, fast-paced work environment.
Benefits and Perks
  • Flexible PTO and rest and recharge when needed.
  • Industry-leading healthcare, vision, dental, and life insurance.
  • Savings and investments, including a 401(k) with company match.
  • Equipment setup and necessary hardware for the job function.
  • Family planning and fertility programs via Carrot.
  • Employee Resource Groups to stay connected.

Foursquare offers competitive pay and benefits in line with industry and market standards. Actual compensation packages are based on a wide array of factors, including skill set, years and depth of experience, and specific office location. The annual total cash compensation range is $132,000-$225,000, with actual salaries varying based on qualifications, skills, and competencies, as well as location.

Foursquare is an Equal Opportunity Employer, committed to fostering an inclusive environment that is free from discrimination. We value listening to every voice and encourage everyone to be a part of building a company and products we love.

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