Customer Success Lead — Drive ROI & Retention

Townsquare Interactive, LLC; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Bonus program

PTO + holidays

Volunteer time off

Health insurance

401(k) with match

Stock purchase plan

Company laptop

Training program

Career advancement

Job summary

Townsquare Interactive, a leading digital marketing SaaS provider, seeks a Customer Success Lead to join our Uptown Charlotte, NC team. You’ll partner with small business clients to maximize their marketing investment, drive adoption of our platform, and demonstrate real ROI through proactive guidance and tailored solutions.

This on-site role emphasizes onboarding, retention, and cross-functional collaboration to ensure long-term client success and satisfaction.

Qualifications

• 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.

Responsibilities

• Handle ~10 inbound and 10–15 outbound client calls daily to address questions and build relationships.
• Manage a queue of client tickets, including BMP inquiries and minor website edits.
• Focus on one-call resolution whenever possible while coordinating with internal teams for complex requests.
• Build and maintain strong client relationships to drive retention and demonstrate ROI.
• Add value to every interaction by listening, educating, and recommending solutions.
• Maintain accurate, detailed records of all client interactions.

Skills

Excellent communication

Follow-up & problem-solving

Attention to detail

Prioritize & multi-task

Proactive partnerships

Education

Bachelor’s Degree

Job description

Townsquare Interactive, a leading digital marketing SaaS provider, seeks a Customer Success Lead to join our Uptown Charlotte, NC team. You’ll partner with small business clients to maximize their marketing investment, drive adoption of our platform, and demonstrate real ROI through proactive guidance and tailored solutions.

This on-site role emphasizes onboarding, retention, and cross-functional collaboration to ensure long-term client success and satisfaction.