Customer Success Lead

Customer Success Lead – Townsquare Interactive

Location: In-office role at our Uptown Charlotte office

Take the Lead in Customer Success!

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.

Why Townsquare Interactive?

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.

Our Competitive Advantage:

Training & Development: From day one, you'll receive best-in-class training designed to make you an expert in client success, onboarding, operations, and digital marketing solutions. Development goes beyond onboarding - equipping you with the skills that drive long-term career success.

Culture: We hire for character, coachability, and accountability - creating a collaborative, team-first environment where people genuinely support one another. Strong cross-functional partnerships and shared wins create a workplace people enjoy being part of every day.

Opportunity & Stability: Established for over a decade yet still operating with a high-growth mindset, this is a ground-floor opportunity within a multi-million-dollar organization. Backed by publicly traded Townsquare Media, we offer the resources, stability, and long-term investment needed to grow your career.

Impactful Solutions: Our evolving digital marketing and business management solutions help over 20,000 small and mid-sized businesses grow month after month - allowing you to play a direct role in client onboarding, retention, and long-term success.

Giving Back: At Townsquare, YOU Matter. Through hands-on volunteer events, Mission Mondays, and Volunteer Time Off, employees make meaningful community impact while building strong team connections.

What You'll Do:

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.

Your day-to-day will include:

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.

What You'll Bring:

Bachelor's Degree (required)

Previous customer success or sales experience (preferred)

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

What's In It for You?

Competitive base salary + bonus program

3 weeks PTO + 9 paid holidays (including 2 personal days)

Volunteer Time Off - give back to your community

Health, Dental, Vision, and Pet Insurance

401(k) with company match + Employee Stock Purchase Plan

Company-provided laptop

Comprehensive training program to help you master your craft

Clear paths for advancement - grow your career right here

Build Long-Term Success Here!

This role provides the opportunity to build a meaningful career in client success at a leading digital marketing and SaaS company. You'll gain hands-on experience supporting our clients and driving their success - setting the stage for growth into advanced account management, strategy, and leadership roles. If you're ready to learn, grow, and make an impact from day one, we encourage you to apply!

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