Manager, Customer Success
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About The Position
Foursquare is looking for a Manager, Customer Success to join our team, based out of our New York office. In this role, you will play a critical leadership role in our Marketers/Ad-Tech business, managing a diverse team of 8 Customer Success Managers (CSMs) spanning across multiple North America locations and time zones. The right candidate will help define and drive the team's vision, evolve how the team's success is measured, and prioritize the investments and efforts needed to scale Foursquare's Customer Success team into a world-class and efficient organization. In this role, you'll lead a team of 8 Customer Success Managers of varying experience levels, some of whom are in earlier stages of their career. You will coach and develop the team through professional career development and personal empowerment, enabling strong internal and external relationships with Foursquare team members and customers. You will inform and execute on the overall strategy and direction for your team, while always connecting team efforts to company-level priorities. Identifying areas for improvement for delivering world-class service and support to our customers will be a key focus. You will design and implement processes, systems, and standard methodologies across the Customer Success team. Establishing deeper relationships with customers and high-level executives, collaborating with our Account Management team to open up expansion opportunities that will drive added value for our customers, is essential. You will also play an escalation point for your team when sensitive situations arise and work directly with customers to ensure a smooth resolution. Evolving our ability to measure and act on trends across Customer Success activities, team capacity, customer sentiment, and overall team efficiency will be part of your responsibilities. You will support the delivery of existing customer bookings and expansion targets, as well as the design and development of the motions and assets needed to support new products that are planned for release in 2024 and beyond. Establishing strong cross-functional relationships with our internal Marketing and Sales teams to ensure that the right efforts are being prioritized for our customers, including effective feedback that will help to shape Foursquare's product roadmap, is also crucial.
