Manager, Customer Success

$132,000 - $225,000/Yr

Foursquare - New York, NY

Full-time - Manager

New York, NY

Religious, Grantmaking, Civic, Professional, and Similar Organizations

About the position

Foursquare is seeking a Manager, Customer Success to lead a diverse team of Customer Success Managers in the Marketers/Ad-Tech business. This role is pivotal in defining the team's vision, measuring success, and prioritizing efforts to scale the Customer Success team into a world-class organization. The manager will be responsible for coaching team members, executing strategies, improving service delivery, and establishing strong relationships with customers and internal teams.

Responsibilities

• Lead a team of 8 Customer Success Managers across multiple North America locations.
• Coach and develop the team through professional career development and personal empowerment.
• Inform and execute on the overall strategy and direction for the team, connecting efforts to company-level priorities.
• Identify areas for improvement in delivering world-class service and support to customers.
• Design and implement processes, systems, and methodologies across the Customer Success team.
• Establish deeper relationships with customers and collaborate with the Account Management team to drive expansion opportunities.
• Act as an escalation point for sensitive situations and ensure smooth resolutions with customers.
• Evolve the ability to measure and act on trends across Customer Success activities and team efficiency.
• Support the delivery of existing customer bookings and expansion targets.
• Support the design and development of motions and assets for new products planned for release in 2024 and beyond.
• Establish strong cross-functional relationships with Marketing and Sales teams.

Requirements

• 8+ years of professional experience, including 3+ years of management experience in Customer Success or Account Management functions.
• Results-driven with knowledge in driving business objectives and customer satisfaction.
• Excellent communication and organizational skills with a proactive issue resolution approach.
• Experience with campaign measurement solutions is preferred.
• Strong knowledge of Sales-led growth, Product-led growth, and/or Enterprise Software Sales/Success motions.

Nice-to-haves

• Experience in the AdTech space is a plus.
• Flexible, startup mindset, and ability to operate in a dynamic, fast-paced environment.

Benefits

• Flexible PTO
• Industry Leading Healthcare - health, vision, dental, life insurance
• 401(k) with company match
• Equipment Setup - necessary hardware for job function
• Family Planning and Fertility Programs via Carrot
• Employee Resource Groups for connection and support