Customer Success Lead

Townsquare Interactive • Charlotte, NC

5d • Onsite

About The Position

The Customer Success Lead at Townsquare Interactive is an in-office role at the company's Uptown Charlotte office. The role partners with small and medium-sized business clients to help them maximize their marketing investments through expert service, product adoption, and clear demonstrations of platform value. Townsquare Interactive provides an all-in-one business management platform and digital marketing services, including website design, SEO, social media, and reputation management.

The Customer Success Lead provides professional client support, solves problems, educates clients, and builds trust to support retention and long-term success. The role handles inbound and outbound client calls, manages client support tickets, maintains accurate records, and works with internal teams on more complex requests. The position offers training and development, opportunities for advancement into account management, strategy, and leadership, and the chance to contribute to the success of more than 20,000 small and mid-sized businesses.

Requirements

• Bachelor’s degree.
• 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.
• Proactive approach and confidence in building strong client partnerships.

Nice To Haves

• Previous customer success or sales experience.

Responsibilities

• Handle approximately 10 inbound and 10–15 outbound client calls daily to address questions, provide guidance, and strengthen relationships.
• Manage a queue of client tickets, including Business Management Platform inquiries and minor website edits such as text and photos.
• Aim to resolve client issues in one call whenever possible and partner with web design, SEO, and other internal teams on more complex requests.
• Build and maintain client relationships to drive retention by uncovering pain points, demonstrating value, addressing cancellation requests with tailored solutions, and supporting long-term satisfaction.
• Listen to clients, educate them, and recommend solutions that encourage adoption and help maximize return on investment.
• Maintain accurate, detailed records of client interactions.

Benefits

• Competitive base salary plus a bonus program.
• Three weeks of paid time off and nine paid holidays, including two personal days.
• Volunteer Time Off.
• Health, dental, vision, and pet insurance.
• 401(k) with company match.
• Employee Stock Purchase Plan.
• Company-provided laptop.
• Comprehensive training program.
• Clear paths for advancement.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level