Customer Success Manager, Foursquare
$95-115k
+ Restricted stock units
More information about location
3 days a week in office
Location data platform
Open for applications
Location data platform
501-1000 employees
Open for applications
$95-115k
+ Restricted stock units
More information about location
3 days a week in office
501-1000 employees
Company mission
To create technology that constructs meaningful bridges between digital spaces and physical places.
Role
Who you are
- The ideal candidate will have experience in ad agencies or ad tech companies providing client services for top tier clients. Familiarity with ad agencies, publishers, and the ad tech space is highly desirable in this role. You should understand how programmatic buys, social media advertising, and ad campaigns are bought and run
- 2-3 years experience in Customer Success or client-facing campaign support roles
- Advertising or social media technical experience is a plus. Examples are web front end programming and troubleshooting, working with DSPs such as The Trade Desk, data and programming concepts (arrays, HTML, JSON)
- Excellent written and verbal communication, discovery, and presentation skills
- Industry expertise in ad tech, with mastery of the landscape, terminology, and excellence in client service. Experience working with ad agencies strongly preferred
- Ruthless prioritization of work activities across your book of business in a fast-paced, dynamic environment
- Ability to consistently apply troubleshooting best practices and provide client-specific communications and documentation
- Strong critical thinking and information retainment skills. Foursquare is a fast-paced and dynamic environment, and the ideal candidate can identify patterns across their book of business and, if needed, draw on previous situations for quick resolution
- Your own unique talents! If you don’t meet 100% of the qualifications outlined above, we encourage and welcome you to still apply!
What the job involves
- As our Foursquare team continues to expand, we’re seeking a client-focused, experienced Customer Success Manager to engage with our Agency and Brand clients. The CSM onboards new customers, provisions new campaigns, and provides ongoing technical support for in-flight campaigns using our suite of Attribution, Targeting, and Offline Conversion Feed products
- You’ll collaborate with our Account Managers to identify cross-sell and upsell opportunities, support the account strategy, and ensure customers are reaching their campaign goals and desired business outcomes
- The technical aspects of this role include setting up and configuring our products for campaigns on partner media platforms and DSPs, helping clients understand and act on campaign result dashboards, and assisting in quarterly business reviews (QBRs) with clients
- Your goal will be to ensure advertising agencies and the brands they serve are getting maximum value from our offerings in every campaign
- Effectively manage the various steps of the Customer Journey including Customer Onboarding, Campaigns Planning/Execution
- Efficiently manage a large and diverse portfolio of customers and set of activities with a strong focus on improving Customer Health and achieving high level of customer satisfaction in collaboration with Sales and Account Management
- Successfully scope, design and implement complex technical solutions designed to help customers achieve positive business outcomes
- Partner closely with your counterpart on the Account Management team to build and execute detailed account plans
- Work cross-functionally with Ops to address client escalations and stay aware of Foursquare's product direction and future capabilities
- Be the day-to-day contact for your book of business including conduct campaign results readouts, client training/workshops design and delivery, pre-sales support for RFIs/RFP
- Provide customer and market feedback on product/services roadmaps, messaging, and positioning
- Adhere to service level agreements (SLAs) with a sense of urgency and timely, proactive communication
- Take a relentless approach on advocating for your customers
Our take
Foursquare was originally built as an app to make use of mobile phone GPS to 'check in' at certain locations. Over time, it has transformed from a user location check-in app into a large location platform that provides analytics to several business and consumer products.
Foursquare operates in a crowded market, but by continually innovating, it has managed to successfully fend off competitors. However, with the likes of Google Maps and Facebook Places in the same industry, it will be continually needing to set itself apart. Foursquare shows its appeal, though: major players including Twitter, Uber, Apple Maps, and Airbnb, to name a few, use the platform.
The company has an ambitious goal of bringing "Foursquare Everywhere", with part of its strategy to grow by acquisitions. For example, it acquired Unfolded, a geospatial analytics firm, to help enhance its analysis of location data. Foursquare has also made a deal with social media giant TikTok to provide insight into users' in-store activity to monitor the effectiveness of ads on the video platform, and partnered with Constellation Network to provide insights into restaurant and retail business traffic trends.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
May 2019
$150m
SERIES G
Oct 2018
$33m
LATE VC
Total funding: $394.4m
Company benefits
- Work from home opportunities
- Learning and development programs from individual contributors to managers
- Individual, professional coaching for all full-time employees
- Flexible time off - rest and recharge when you need it!
- Comprehensive and competitive health, vision, dental, life insurance
- 401(k) with company match
- Family planning programs via Carrot and Maven
- Employee Resource Groups to help you stay connected
Company HQ
Flatiron District, New York, NY
Leadership
Dennis Crowley
(Co-Chair)Having studied at New York University, Dennis co-created the big game projects PacManhattan and ConQuest before founding Dodgeball, which he managed after its acquisition by Google in 2005. In 2009, he co-founded Foursquare with Naveen Selvadurai.
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