Customer Success Manager

As a Customer Success Manager at Foursquare, your key responsibilities include onboarding new clients, provisioning campaigns, providing technical support for in-flight campaigns, and ensuring clients achieve their desired business outcomes. You will work closely with Account Managers to identify upsell and cross-sell opportunities and conduct campaign readouts and training sessions to help clients understand our offerings better.

To be a successful Customer Success Manager at Foursquare, candidates should possess 2-3 years of experience in client-facing roles, particularly in customer success or campaign support within advertising or ad tech environments. Strong communication skills, knowledge of programmatic advertising, and familiarity with DSPs like The Trade Desk are also important. Having a technical background, including a grasp of HTML and JSON, is a plus.

Foursquare is committed to the professional growth of its Customer Success Managers through regular training sessions, access to industry resources, and opportunities to work closely with cross-functional teams. The collaborative environment encourages innovation and allows CSMs to share customer feedback that shapes product development, contributing significantly to their career advancement.

The work culture at Foursquare for a Customer Success Manager is fast-paced and collaborative, emphasizing inclusivity and diverse perspectives. The company promotes a hybrid work schedule, providing flexibility while ensuring team members can engage in-person during designated collaboration days. This dynamic environment encourages creativity and fosters strong relationships between team members and clients.

As a Customer Success Manager at Foursquare, employees benefit from a competitive compensation package, including flexible PTO, comprehensive health benefits, and a 401(k) plan with company matching. Additionally, Foursquare offers resources for family planning, employee resource groups for connection, and necessary equipment setups to facilitate effective work performance, rounding out a supportive and rewarding work environment.

When answering this question, discuss specific strategies and techniques you've used to ensure a smooth onboarding experience for customers. Highlight any tools or software you've utilized, your approach to communication, and how you traditionally gather customer requirements to deliver on their needs effectively.

In your response, share examples of past situations where you've successfully managed a client escalation. Emphasize your problem-solving skills, your ability to remain calm under pressure, and your commitment to advocating for the client's needs while ensuring internal support.

Here, focus on your analytical skills and understanding of customer needs. Mention how you gather data from customer interactions, the importance of regular check-ins, and how you leverage customer feedback to suggest additional products or features that align with their goals.

Your answer should demonstrate your ability to prioritize effectively in a fast-paced environment. Discuss your methods for assessing the critical needs of each account, setting deadlines, and utilizing tools or techniques for time management to handle a diverse portfolio of clients.

Explain your method of conducting thorough preparation prior to the review, which includes gathering campaign metrics, identifying key achievements, and formulating strategic recommendations for future campaigns. Emphasize the importance of fostering open communication during these reviews.

Use this opportunity to share a specific story that showcases your commitment to customer service. Detail the situation, the actions you took to resolve the issue, and the positive outcome that resulted from your efforts. This creates a memorable narrative that highlights your qualifications.

Mention any relevant tools and platforms you've become proficient with through your work experience. This could include customer relationship management (CRM) systems, analytics tools, or specific software used in ad tech. Highlight how these tools have helped you deliver better results for clients.

Explain the methods you use to keep your knowledge current, whether that’s engaging with industry publications, attending workshops/webinars, or networking within the industry. This shows your dedication to professional growth and your proactive approach to understanding market shifts.

Articulate the integral role of a Customer Success Manager in bridging communications between clients and the company. Discuss how a CSM helps clients achieve their goals, leading to long-term partnerships that benefit the agency's reputation and revenue.

Here, emphasize the importance of adapting your communication style to meet the client's needs. Share how you utilize active listening, empathy, and clear, concise information delivery to foster effective client relationships.