Customer Success Lead

Town Square Media•Charlotte, NC

28d•Onsite

About The Position

Ready to build meaningful, long-term relationships with small business owners? 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. We're 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. As a Customer Success Lead, you'll be the trusted partner clients rely on to maximize their marketing investment. You'll deliver high-quality, professional support-driving retention and product adoption by problem solving, educating, and building trust so every client sees clear value in their marketing investment.

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

Handling ~10 inbound and 10-15 outbound client calls daily to address questions, provide guidance, and strengthen relationships.
Managing a queue of client tickets, including BMP (Business Management Platform) inquiries and minor website edits (text/photos).
Focusing 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.
Building lasting client relationships to encourage retention, satisfaction, and long-term success.
Maintaining accurate, detailed records of all client interactions.