AddressAbout Foursquare
Foursquare is the leading independent location technology and data cloud platform, dedicated to building meaningful bridges between digital spaces and physical places. Our proprietary technology unlocks the most accurate, trustworthy location data in the world, empowering businesses to answer key questions, uncover hidden insights, improve customer experiences, and achieve better business outcomes. A pioneer of the geo-location space, Foursquare’s location tech stack is being utilized by our mobile apps CityGuide and Swarm, as well as the world’s largest enterprises and most recognizable brands, like Amazon, Microsoft, Samsung, Spotify, Uber, Airbnb and others.
Foursquare’s flexible building blocks include technology to maximize marketing impact and drive incremental real-world engagement (Attribution, Audience, Proximity, SDK); data to deeply understand points of interest and real-world behavior patterns (Places and Visits), and tools to conduct advanced analysis, data enrichment, unification and visualization (Studio).
About the Position
Foursquare is looking for a Senior Director, Customer Success to join our team located in or near one of our office hubs - New York City, Chicago, Seattle, San Francisco.
In this role, you will play a critical leadership role in Foursquare’s post-Sale Organization, currently comprised of three functions including Customer Success, Customer Success Solutions, and Customer Support. The right candidate will be able to successfully shape 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 30-35 Customer Success Managers of varying experience levels, many of whom are in earlier stages of their career
- Mentor and develop the team through professional career development and personal empowerment, enabling strong internal and external relationships with Foursquare team members and customers
- Define and execute on the overall strategy and direction for your team, while always connecting team efforts to company-level priorities
- Identify areas for improvement for delivering world-class service and support to our customers
- Design and implement processes, systems, and standard methodologies across the CS team
- Establish 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
- Play an escalation point for your team when sensitive situations arise
- Evolve our ability to measure and act on trends across Customer Success activities, team capacity, customer sentiment, and overall team efficiency
- Support the delivery of existing customer bookings and expansion targets
- Lead the design and development of the motions and assets needed to support new products that are planned for release in 2024 and beyond
- Establish strong cross-functional relationships with our internal Marketing Sales, Product & Engineering 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
What you’ll need
- 15+ years of professional experience, including 10+ years at technology-focused companies working in Customer Success or Account Management functions
- Results-driven with knowledge and experience in driving business objectives, customer relationship management, customer satisfaction, and revenue growth
- Excellent communication and organizational skills and a bias for proactively resolving issues
- Strong knowledge of Sales-led growth, Product-led growth, and/or Enterprise Software Sales/Success motions - experience in the AdTech space is nice to have
- Flexible, startup mindset, and ability to operate within a very dynamic, fast-paced work environment
- Your own unique talents! If you don’t meet 100% of the qualifications outlined above, we encourage and welcome you to still apply!
At Foursquare, we are committed to providing competitive pay and benefits that are in line with industry and market standards. Actual compensation packages are based on a wide array of factors unique to each candidate including but not limited to skill set, years & depth of experience, and specific office location.
The annual total cash compensation range is $252,000-$413,250 howeveractual salaries can vary based on a candidate’s qualifications, skills and competencies, as well as location.
Salary is just one component of Foursquare’s total compensation package, which includes restricted stock units, multiple health insurance options, and a wide range of benefits!
Things to know
Foursquare is proud to foster an inclusive environment that is free from discrimination. We strongly believe in order to build the best products, we need a diversity of perspectives and backgrounds. This leads to a more delightful experience for our users and team members. We value listening to every voice and we encourage everyone to come be a part of building a company and products we love.
Foursquare is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected Veteran status, or any other characteristic protected by law.
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