Customer Success Lead
About The Position
As a Customer Success Lead at Townsquare Interactive, you’ll deliver expert service that helps clients maximize their marketing investment. This is your opportunity to partner with clients, drive adoption of our solutions, and showcase the real ROI of our platform—all while building a rewarding career in client success. Townsquare Interactive is on a mission to help small and medium-sized businesses grow and succeed. Our all-in-one business management platform enhances customer flow, while our digital marketing services drive more customers to them—like website design, SEO, social media, and reputation management. We take the stress out of promoting their business so they can focus on what they do best.
Requirements
- Bachelor’s Degree (required)
- Excellent written and verbal communication skills
- Strong follow-up and problem-solving abilities
- High attention to detail and commitment to exceptional service
- Ability to prioritize and manage multiple responsibilities in a fast-paced environment
- A proactive approach with the confidence to create strong client partnerships
Nice To Haves
- Previous customer success or sales experience (preferred)
Responsibilities
- Handle ~10 inbound and 10–15 outbound client calls daily to address questions, provide guidance, and strengthen relationships.
- Manage a queue of client tickets, including BMP (Business Management Platform) inquiries and minor website edits (text/photos).
- Focus on one-call resolution whenever possible while partnering with internal teams like web design and SEO for more complex requests.
- Build and maintain strong client relationships to drive client retention—proactively uncovering pain points, showing value, addressing cancellation requests with tailored solutions, and ensuring long-term satisfaction and success.
- Add value to every client interaction by listening, educating, and recommending solutions that drive adoption, maximize ROI, and help clients get the most from their marketing services.
- Build lasting client relationships to encourage retention, satisfaction, and long-term success.
- Maintain accurate, detailed records of all client interactions.
Benefits
- Competitive base salary + bonus program
- 3 weeks PTO + 9 paid holidays (including 2 personal days)
- Volunteer Time Off—give back to your community
- Health, Dental, Vision, and Pet Insurance
- 401(k) with company match + Employee Stock Purchase Plan
- Company-provided laptop
- Comprehensive training program to help you master your craft
- Clear paths for advancement—grow your career right here
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
