Customer Success Manager

About the position

As our Foursquare team continues to expand, we're seeking a client-focused, experienced Customer Success Manager to engage with our Agency and Brand clients. The CSM onboards new customers, provisions new campaigns, and provides ongoing technical support for in-flight campaigns using our suite of Attribution, Targeting, and Offline Conversion Feed products. You'll collaborate with our Account Managers to identify cross-sell and upsell opportunities, support the account strategy, and ensure customers are reaching their campaign goals and desired business outcomes. The technical aspects of this role include setting up and configuring our products for campaigns on partner media platforms and DSPs, helping clients understand and act on campaign result dashboards, and assisting in quarterly business reviews (QBRs) with clients.

Responsibilities

• Effectively manage the various steps of the Customer Journey including Customer Onboarding, Campaigns Planning/Execution
• Efficiently manage a large and diverse portfolio of customers and set of activities with a strong focus on improving Customer Health and achieving high level of customer satisfaction in collaboration with Sales and Account Management
• Successfully scope, design and implement complex technical solutions designed to help customers achieve positive business outcomes
• Partner closely with your counterpart on the Account Management team to build and execute detailed account plans
• Work cross-functionally with Ops to address client escalations and stay aware of Foursquare's product direction and future capabilities
• Be the day-to-day contact for your book of business including conduct campaign results readouts, client training/workshops design and delivery, pre-sales support for RFIs/RFP
• Provide customer and market feedback on product/services roadmaps, messaging, and positioning
• Adhere to service level agreements (SLAs) with a sense of urgency and timely, proactive communication
• Take a relentless approach on advocating for your customers

Requirements

• 2-3 years experience in Customer Success or client-facing campaign support roles
• Advertising or social media technical experience is a plus. Examples are web front end programming and troubleshooting, working with DSPs such as The Trade Desk, data and programming concepts (arrays, HTML, JSON)
• Excellent written and verbal communication, discovery, and presentation skills
• Industry expertise in ad tech, with mastery of the landscape, terminology, and excellence in client service. Experience working with ad agencies strongly preferred
• Ruthless prioritization of work activities across your book of business in a fast-paced, dynamic environment
• Ability to consistently apply troubleshooting best practices and provide client-specific communications and documentation
• Strong critical thinking and information retainment skills

Nice-to-haves

• Your own unique talents! If you don't meet 100% of the qualifications outlined above, we encourage and welcome you to still apply!

Benefits

• Flexible PTO - rest and recharge when you need it!
• Industry Leading Healthcare - comprehensive and competitive health, vision, dental, life insurance
• Savings and Investments - 401(k) with company match
• Equipment Setup - you will receive all necessary hardware for your job function
• Family Planning and Fertility Programs - programs via Carrot
• Employee Resource Groups - to help you stay connected
• Hybrid Work Schedule for in-person collaboration on Tuesdays, Wednesdays, and Thursdays