Customer Success Lead

What You’ll Do:

• 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.
• Building and maintaining 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.
• 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

Why Townsquare Interactive?

• We’re on a mission to help small and medium-sized businesses grow and succeed.
• We offer a competitive advantage with training & development, culture, opportunity & stability, and impactful solutions.
• We provide a comprehensive training program to help you master your craft and clear paths for advancement.
• We give back through hands-on volunteer events, Mission Mondays, and Volunteer Time Off.