Customer Success Manager

📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: Foursquare

🔹 Location: Seattle, Washington, United States

🔹 Job Type: On-site

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

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Hybrid

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Engaging with Agency and Brand clients to onboard new customers and manage campaigns.
• Collaborating with Account Managers to identify and expand upsell opportunities.
• Providing ongoing technical support across Foursquare's Attribution, Targeting, and Offline Conversion Feed products.
• Ensuring clients meet their campaign goals and receive value from Foursquare's offerings.

ASSUMPTION: The role likely involves a high level of interaction and problem-solving with ad agency clients, requiring a blend of technical knowledge and customer relationship management skills.

📋 Key Responsibilities

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

✅ Oversee a diverse customer portfolio, emphasizing customer health and satisfaction.

✅ Scope, design, and implement technical solutions to achieve client business outcomes.

✅ Collaborate closely with Account Management to build account plans.

✅ Address client escalations and remain informed of product advancements.

✅ Act as the primary contact for your clients, handling campaign analyses and client workshops.

✅ Provide feedback on Foursquare's product roadmaps based on client needs.

✅ Uphold Service Level Agreements (SLAs) with urgency and clear communication.

ASSUMPTION: This position requires deft handling of both technical and interpersonal aspects, likely to involve significant cross-departmental collaboration.

🎯 Required Qualifications

Education: Not specified.

Experience: 2-3 years in Customer Success or client-facing roles, preferably in ad tech or ad agencies.

Required Skills:

• Strong customer success and campaign support capabilities.
• Excellent written and verbal communication.
• Critical thinking and troubleshooting skills.

Preferred Skills:

• Technical experience with DSPs and advertising tools (e.g., web front-end programming).
• Industry expertise in ad tech and familiarity with ad agencies.

ASSUMPTION: The role's technical demands hint that candidates may benefit from a background in digital marketing or computer science, alongside direct client interaction experience.

💰 Compensation & Benefits

Salary Range: $95,000-$115,000 annually, depending on qualifications and location.

Benefits:

• Flexible PTO for work-life balance.
• Comprehensive health, vision, and dental insurance.
• Retirement savings plan with company match.

Working Hours: 40 hours per week, with a hybrid work schedule on specific days for collaborative activities.

ASSUMPTION: Compensation appears competitive, with benefits suggesting a supportive work-life balance approach.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, with a focus on geospatial solutions.

Company Size: 501-1,000 employees, suggesting a mid-sized company with growth opportunities and resources.

Founded: 2009, demonstrating over a decade of industry presence and innovation.

Company Description:

• Pioneer in location technology and data cloud solutions.
• Serves enterprises with geospatial analytics and insights.
• Provides developers with robust APIs for location-based applications.

Company Specialties:

• Location Data Software
• Geospatial Analytics
• Customer Behavior Analytics

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

ASSUMPTION: Given its technological focus and partnerships with leading brands, Foursquare likely values innovation and client-centric solutions.

📊 Role Analysis

Career Level: This is a mid-level position with opportunities to influence customer outcomes directly.

Reporting Structure: Expected to report to a higher-level manager within the Customer Success or Account Management team.

Work Arrangement: Hybrid, allowing both remote and in-office work for balanced productivity.

Growth Opportunities:

• Advancement in customer success management roles.
• Potential for increased involvement in product feedback and development.
• Opportunities to expand technical skills with cutting-edge technologies.

ASSUMPTION: With a diverse client base and technical products, advancement may depend on mastering these tools and delivering transformative client results.

🌍 Location & Work Environment

Office Type: Modern office with collaborative spaces for teamwork on designated days.

Office Location(s): Corporate hub in Seattle, Washington, with additional offices elsewhere.

Geographic Context:

• Located in a tech-friendly region with access to numerous clients and tech events.
• Proximity to innovation hubs and industry conferences.
• Access to a wide talent pool and collaborative business ecosystem.

Work Schedule: Typical workweek with flexibility for hybrid work modes.

ASSUMPTION: The Seattle location may appeal to candidates seeking vibrant city life paired with substantial professional opportunities in tech.

💼 Interview & Application Insights

Typical Process:

• Initial HR screening to assess fit.
• Technical interview or assessment, if applicable.
• Panel interview with departmental and cross-functional team members.

Key Assessment Areas:

• Understanding of customer success principles and practices.
• Technical aptitude related to Foursquare’s product set.
• Problem-solving and communication skills.

Application Tips:

• Highlight relevant ad tech or campaign management experience.
• Showcase examples of prior success in customer-facing roles.
• Tailor your resume to include keywords relevant to required skills.

ATS Keywords: Customer Success, Client Services, Ad Tech, Campaign Support, Communication Skills, Programmatic Buys

ASSUMPTION: Candidates would advantageously prepare for both behavioral and technical components, reflecting on past achievements and problem-solving experiences.

🛠️ Tools & Technologies

• Data Management Platforms (DMPs) and Demand-Side Platforms (DSPs)
• Analytical tools for campaign performance
• Geospatial analytic software and tools

ASSUMPTION: Familiarity with advertising technologies and data handling solutions will likely be pivotal, enhancing client campaign operations.

👔 Cultural Fit Considerations

Company Values:

• Innovation in location technology.
• Diversity and inclusion in workplace practices.
• Commitment to client success and product excellence.

Work Style:

• Client-focused and proactive in solving problems.
• Collaborative, working well across teams and departments.
• Agile and adaptive to changing client and market needs.

Self-Assessment Questions:

• How have you leveraged technology to enhance client outcomes?
• In what ways do you navigate challenges in client communications?
• Describe a significant experience where you supported a technical customer issue.

ASSUMPTION: Cultural fit likely involves an affinity with technology and an enthusiasm for developing in-depth client relationships to deliver impactful solutions.

⚠️ Potential Challenges

• Balancing diverse client needs with varying levels of technical complexity.
• Staying updated with rapid advancements in location technology.
• Managing multiple campaigns with tight deadlines.
• Ensuring clear communication between technical and non-technical stakeholders.

ASSUMPTION: Candidates must be adaptable, quickly learning new technologies and capable of coordinating information flow effectively.

📈 Similar Roles Comparison

• Customer Support Manager - Typically less technical, with a focus on support rather than strategic engagement.
• Account Manager - Emphasizes relationship and account growth, sometimes with fewer technical components.
• Product Specialist - More closely tied to product specifics, often without direct customer success management duties.

ASSUMPTION: This role stands out with its blend of customer relations, technical engagement, and strategic influence, ideal for candidates seeking comprehensive responsibility.

📝 Sample Projects

• Designing and implementing a high-traffic advertising campaign using DSPs.
• Conducting a quarterly business review (QBR) session to analyze campaign impacts with stakeholders.
• Developing client training workshops to enhance product utilization and effectiveness.

ASSUMPTION: Projects will likely involve close collaboration with clients and internal teams to ensure optimized use of Foursquare's platform.

❓ Key Questions to Ask During Interview

• How does Foursquare measure customer success and satisfaction?
• What are the company's expectations regarding technical skill development in this role?
• Can you describe a typical day in this role, focusing on the balance between client interaction and technical work?
• How does the company support professional growth in customer success management?
• What role does the Customer Success Manager play in product development and feedback cycles?

ASSUMPTION: These questions aim to clarify role expectations, company culture, and advancement opportunities for a comprehensive view of potential career paths.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare for a potential technical assessment if applicable.
• Highlight project management and customer success experiences in your resume and cover letter.
• Demonstrate understanding of Foursquare's technologies and their application.
• Follow up with the recruitment team to express continued interest.

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