Customer Success Manager

About Foursquare 

Foursquare is the leading independent location technology and data cloud platform dedicated to building meaningful bridges between digital spaces and physical places. Our proprietary technology unlocks the most accurate, trustworthy location data in the world, empowering businesses to answer key questions, uncover hidden insights, improve customer experiences, and achieve better business outcomes. A pioneer of the geo-location space, Foursquare’s location tech stack is being utilized by the world’s largest enterprises and most recognizable brands.

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.

The ideal candidate will have experience in ad agencies or ad tech companies providing client services for top tier clients. Familiarity with ad agencies, publishers, and the ad tech space is highly desirable in this role. You should understand how programmatic buys, social media advertising, and ad campaigns are bought and run. Your goal will be to ensure advertising agencies and the brands they serve are getting maximum value from our offerings in every campaign.

In this role, you’ll:

• 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

What you’ll need:

• 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. Foursquare is a fast-paced and dynamic environment, and the ideal candidate can identify patterns across their book of business and, if needed, draw on previous situations for quick resolution
• Your own unique talents! If you don’t meet 100% of the qualifications outlined above, we encourage and welcome you to still apply!

At Foursquare, we are committed to providing competitive pay and benefits that are in line with industry and market standards.  Actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to skill set, years & depth of experience, and specific office location.

The annual total cash compensation range is $95,000-$115,000 however actual salaries can vary based on a candidate’s qualifications, skills and competencies, as well as location. 

Salary is just one component of Foursquare’s total compensation package, which includes restricted stock units, multiple health insurance options, and a wide range of benefits!

Benefits and Perks

• 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

Things to know…

Foursquare is proud to foster an inclusive environment that is free from discrimination. We strongly believe in order to build the best products, we need a diversity of perspectives and backgrounds. This leads to a more delightful experience for our users and team members. We value listening to every voice and we encourage everyone to come be a part of building a company and products we love.

Foursquare is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by law.

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