Customer Success Manager

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📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: Foursquare

🔹 Location: New York, United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue, Apr 1, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Onboarding new Agency and Brand clients, and provisioning new campaigns.
• Collaborating with Account Managers to enhance client engagement and retainment through upsell opportunities.
• Implementing and configuring Foursquare's comprehensive tech products to optimize client campaigns.
• Analyzing and presenting data to clients through campaign result dashboards and quarterly business reviews.

ASSUMPTION: The role requires a technical understanding of ad tech and client service dynamics to ensure the successful application of Foursquare’s products in client campaigns.

📋 Key Responsibilities

✅ Manage the Customer Journey stages, including onboarding and campaign execution.

✅ Oversee a diverse customer portfolio, enhancing customer satisfaction in partnership with Sales and Account Management.

✅ Design and deploy advanced technical solutions to aid customer business success.

✅ Partner with Account Management to create and follow detailed account plans.

✅ Address client escalations through cross-functional collaboration with operations teams.

✅ Serve as the primary contact for all business interactions and support pre-sales queries.

✅ Gather and communicate client and market feedback to inform Foursquare's product development.

✅ Adhere to service level agreements with proactive communication.

✅ Champion customer needs and expectations within the company.

ASSUMPTION: The responsibilities suggest a mix of technical configurations and strategic account management, indicating that the CSM role requires both technical aptitude and interpersonal skills.

🎯 Required Qualifications

Education: Not specified

Experience: 2-3 years in customer success or client-facing roles, preferably within ad agencies or ad tech companies.

Required Skills:

• Exceptional written and verbal communication skills.
• Strong critical thinking and troubleshooting abilities.
• Proficiency in programmatic advertising and social media campaigns.

Preferred Skills:

• Technical experience in web front-end programming and working with DSPs.
• Experience within the ad tech industry and understanding of its terminologies.

ASSUMPTION: While a specific educational background is not specified, the emphasis on technical skills and industry experience suggests candidates will benefit from relevant formal education.

💰 Compensation & Benefits

Salary Range: $95,000-$115,000 annually, subject to candidate qualifications and location considerations.

Benefits:

• Flexible PTO to promote work-life balance.
• Comprehensive healthcare options including vision, dental, and life insurance.
• 401(k) plan with company match for future savings.

Working Hours: 40 hours per week with a hybrid schedule, facilitating in-person collaboration mid-week.

ASSUMPTION: Compensation packages provide a mix of competitive pay and comprehensive benefits, supporting both immediate and long-term employee well-being.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development with a focus on location intelligence and analytics.

Company Size: Approximately 501-1,000 employees, offering opportunities for career growth and diverse collaboration.

Founded: 2009, with a strong foundation in pioneering geolocation and spatial analytics.

Company Description:

• Pioneer in providing location-based technology and analytics.
• Serves multiple industries with scalable geospatial data solutions.
• Relies on strategic investments to foster innovation and expansion.

Company Specialties:

• Geospatial Analytics
• Location Data Management
• Spatial Software Development

Company Website: https://location.foursquare.com/

ASSUMPTION: Foursquare’s reputation in the industry suggests a focus on innovation, with substantial projects to support varied customer needs.

📊 Role Analysis

Career Level: Mid-level, offering room for advancement based on performance and experience.

Reporting Structure: As part of the client services team, reporting may align with Account Managers and operational leads.

Work Arrangement: Hybrid, promoting a balanced approach with both remote and in-office work.

Growth Opportunities:

• Opportunity to deepen expertise in ad tech and customer management.
• Potential for lateral movement into technical or managerial roles.
• Exposure to strategic account management practices.

ASSUMPTION: The hybrid model reflects the company’s adaptation to modern work preferences, potentially appealing to candidates who value flexibility.

🌍 Location & Work Environment

Office Type: Modern, collaborative spaces designed for tech engagement.

Office Location(s): 50 West 23rd Street, 8th Fl, New York, NY 10010, US

Geographic Context:

• Located in a vibrant tech hub, offering strong professional networking.
• Accessible transport links support work-life balance.
• Dynamic city life providing varied entertainment and lifestyle options.

Work Schedule: Typically follows a standard double-week hybrid model with potential flexibility depending upon business needs.

ASSUMPTION: New York's tech-rich environment offers an inspiring workplace for those in the digital and analytics spaces.

💼 Interview & Application Insights

Typical Process:

• Submit a comprehensive online application.
• Initial screening interview to assess fit and skills.
• Technical interviews focused on problem-solving and ad tech understanding.

Key Assessment Areas:

• Technical proficiency in relevant tools and platforms.
• Ability to analyze and act on complex business data.
• Skills in client communication and campaign management.

Application Tips:

• Highlight specific experiences relevant to ad tech and client management.
• Prepare to discuss past successes in campaign performance improvements.
• Demonstrate familiarity with Foursquare’s product offerings and industry positioning.

ATS Keywords: Customer Success, Client Services, Ad Tech, Campaign Management, Programmatic Advertising

ASSUMPTION: Interested candidates will benefit from detailed preparation, focusing particularly on the technical and interpersonal aspects of the role.

🛠️ Tools & Technologies

• The Trade Desk DSP
• HTML and JSON for programming and troubleshooting
• Foursquare's Attribution and Offline Conversion tools

ASSUMPTION: Familiarity with these tools will smooth the transition into the company's technical environment, facilitating early success in the role.

👔 Cultural Fit Considerations

Company Values:

• Diversity and inclusion are core principles.
• Commitment to customer-centric innovation.
• Belief in transparent communication and collaboration.

Work Style:

• Proactive and dynamic with a customer-first approach.
• Ability to thrive in a tech-savvy, fast-paced environment.
• Collaboration with various internal departments is essential.

Self-Assessment Questions:

• Can you demonstrate proactive advocacy for clients?
• How do you approach complex technical problems?
• Are you comfortable working in a dynamic and growing company?

ASSUMPTION: Candidates with experience in tech-driven customer service roles who embrace diverse perspectives will mesh well with Foursquare's culture.

⚠️ Potential Challenges

• Managing a diverse portfolio with varying needs and demands.
• Staying updated with rapid changes in ad tech and client expectations.
• Navigating cross-functional team dynamics to meet client objectives.
• Balancing on-site collaboration with remote work efficiency.

ASSUMPTION: The fast-paced nature of ad tech presents a learning curve which can be challenging but also highly rewarding for the right candidate.

📈 Similar Roles Comparison

• Similar positions in the industry may require less technical skill but have similar client management responsibilities.
• Compensation packages may vary based on the geographic location of similar roles.
• Foursquare offers more advanced analytical tools compared to typical industry roles.

ASSUMPTION: Foursquare's technical focus differentiates this role from more traditional client management positions, attracting those with an affinity for technology.

📝 Sample Projects

• Innovative campaign analysis leading to a 20% increase in conversion rates.
• Development of client training modules for new platform features.
• Initiating cross-functional strategies to align product capabilities with market needs.

ASSUMPTION: These projects are indicative of the creative and technical challenges that candidates might tackle in this role.

❓ Key Questions to Ask During Interview

• What are the primary expectations of the Customer Success Manager in their first 90 days?
• Can you describe the team structure and how the CSM collaborates with other departments?
• How does Foursquare measure success in this role?
• What are the main challenges currently facing the customer service team?
• How does Foursquare ensure ongoing professional development for its employees?

ASSUMPTION: Insight into company strategy and team dynamics will help candidates gauge alignment with personal career goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through our careers page
• Ensure your resume highlights relevant ad tech projects and customer success stories.
• Prepare for a comprehensive interview process that includes technical and behavioral assessments.
• Be ready to discuss historical data-oriented problem-solving scenarios.
• Showcase your eagerness to contribute to Foursquare's strategic goals in customer success.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.

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