Customer Success Lead

Townsquare Interactive•Phoenix, AZ

4d•Onsite

About The Position

The Customer Success Lead at Townsquare Interactive is an in-office role at the company’s downtown Phoenix office. The position builds long-term client relationships and helps small and medium-sized business owners maximize their marketing investment through effective onboarding, product adoption, professional support, and clear demonstration of value and return on investment. The role provides support for Townsquare Interactive’s business management platform and digital marketing services, including website design, SEO, social media, and reputation management. The Customer Success Lead addresses client questions and issues, resolves requests when possible, and coordinates with internal teams on more complex matters. The position also supports retention, client satisfaction, and long-term success by identifying client needs, educating clients, and recommending solutions. The company describes training and development, a collaborative culture, and opportunities for career advancement into account management, strategy, and leadership roles.

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.
Must be eligible to work in the United States.

Nice To Haves

Previous customer success or sales experience.

Responsibilities

Handle approximately 10 inbound and 10–15 outbound client calls daily to answer 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.
Seek to resolve client issues in one call when possible and partner with web design and SEO teams on more complex requests.
Build and maintain strong client relationships to support retention, satisfaction, and long-term success.
Proactively identify client pain points, demonstrate value, address cancellation requests with tailored solutions, and support continued client success.
Listen to clients, educate them, and recommend solutions that encourage product adoption and help maximize return on investment.
Maintain accurate, detailed records of client interactions.

Benefits

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