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Customer Success Lead

NEW
Charlotte, NCFull-timeGlobal
šŸ“Š SenioršŸ  On-site
ActivePosted within the last 30 days

Job Description

[AI-summarized by JobStash]

You will be the trusted partner that small business clients rely on to get the most from their marketing investment. You will handle inbound and outbound client calls each day, manage a queue of client tickets including platform inquiries and minor website edits, and aim for one-call resolution while partnering with internal teams for complex requests. You will proactively uncover client pain points, demonstrate value, address cancellation requests with tailored solutions, and keep accurate records of every interaction.

Requirements

  • ā—Bachelor's Degree (required)
  • ā—Previous customer success or sales experience (preferred)
  • ā—Excellent written and verbal communication skills
  • ā—Strong follow-up and problem-solving abilities
  • ā—High attention to detail and commitment to exceptional service
  • ā—Ability to prioritize and manage multiple responsibilities in a fast-paced environment
  • ā—Proactive approach with confidence to create strong client partnerships

Responsibilities

  • ā—Handle ~10 inbound and 10ā€“15 outbound client calls daily to answer questions and strengthen relationships
  • ā—Manage a queue of client tickets, including Business Management Platform inquiries and minor website edits
  • ā—Focus on one-call resolution and partner with internal teams like web design and SEO for complex requests
  • ā—Build and maintain strong client relationships to drive retention
  • ā—Address cancellation requests with tailored solutions
  • ā—Educate clients and recommend solutions that drive adoption and maximize ROI
  • ā—Maintain accurate, detailed records of all client interactions

Benefits & Perks

  • ā—3 weeks PTO plus 9 paid holidays including 2 personal days
  • ā—Volunteer Time Off
  • ā—Health, Dental, Vision, and Pet Insurance
  • ā—401(k) with company match
  • ā—Employee Stock Purchase Plan
  • ā—Company-provided laptop

Tech Stack

Client relationshipCustomer retentioncustomer successcustomer supportdigital marketingsalesticket managementproject:Townsquare Media
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