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Manager, Customer Success
FourSquare - New York, NY
posted 4 days ago
About the position
Foursquare is looking for a Manager, Customer Success to join our team, based out of our New York office; on a hybrid schedule of T,W,TH in office. In this role, you will play a critical leadership role in our Marketers/ Ad-Tech business, managing a diverse team of 8 CSMs spanning across multiple North America locations and time zones. The right candidate will help define and drive the team's vision, evolve how the team's success is measured, and prioritize the investments and efforts needed to scale Foursquare's Customer Success team into a world-class and efficient organization.
Responsibilities
- Lead a team of 8 Customer Success Managers of varying experience levels, some of whom are in earlier stages of their career
- Coach and develop the team through professional career development and personal empowerment, enabling strong internal and external relationships with Foursquare team members and customers
- Inform and execute on the overall strategy and direction for your team, while always connecting team efforts to company-level priorities
- Identify areas for improvement for delivering world-class service and support to our customers
- Design and implement processes, systems, and standard methodologies across the CS team
- Establish deeper relationships with customers and high-level executives, collaborating with our Account Management team to open up expansion opportunities that will drive added value for our customers
- Play an escalation point for your team when sensitive situations arise and work directly with customers to ensure a smooth resolution
- Evolve our ability to measure 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
- Support the design and development of the motions and assets needed to support new products that are planned for release in 2024 and beyond
- Establish strong cross-functional relationships with our internal Marketing and Sales teams to ensure that the right efforts are being prioritized for our customers, including effective feedback that will help to shape Foursquare's product roadmap
Requirements
- 8+ years of professional experience, including 2+ years of Management experience at a Marketing/Advertising agency, or Media/AdTech company working in Customer Success or Account Management functions
- Results-driven with knowledge and experience in driving business objectives, customer relationship management, customer satisfaction, and revenue growth
- Excellent communication and organizational skills and 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 - experience in the AdTech space is nice to have
- Flexible, startup mindset, and ability to operate within a very dynamic, fast-paced work environment
Nice-to-haves
- Experience in the AdTech space
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
