Customer Success Operations Manager

About 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 Customer Success Operations Manager to join our team located in or near one of our office hubs - New York City, Chicago, Seattle, San Francisco. 

As a Customer Success Operations Manager, you will serve as the internal champion and subject matter expert for all of the processes, systems, and training assets that ensure Foursquare’s Customer Success team operates as efficiently as possible. The candidate will be curious, data-driven, and analytical, and a Customer-experience expert who will be charged with evolving our CS motions in order to best scale the team alongside expected company growth. The individual will also help to define how Foursquare measures success of our CS team as well as the internal and Customer-facing tooling roadmap, including automation and AI tools, which will provide an optimal experience for our Customers. 

In this role, you’ll

• Help define and own the implementation of the tooling roadmap to (i) enable Customer Success Reps to deliver service most effectively, and (ii) provide outstanding Customer experiences through product-integrated automations and AI-based solutions  
• Maintain, manage, and administer the tools and systems leveraged primarily by the Customer Success team in the day-to-day operations in support of our Customers, including Zendesk, Asana, and Jira, among others
• Create and maintain reports and dashboards that deliver insights and success metrics across Customer Success Rep effectiveness and Customer sentiment
• Support the rollout of new Foursquare products by helping to define the onboarding process, assets, and ongoing support motions needed to ensure Customers achieve success with our products and data
• Create and maintain documentation for internal processes, systems, and tools
• Constantly think about the efficiency, effectiveness, and consistency of how Customer Success teams support our Customers, defining, prioritizing, and managing a roadmap of improvement efforts
• Support the CS Leadership team with the development and operation of a framework for capacity planning, quota and target setting, territory planning and account assignments, productivity, attainment, and velocity
• Define, track, and report on CS Rep performance metrics and trends
• Gather and analyze data to build operational forecasts and provide recommendations to drive incremental productivity
• Establish strong cross-functional relationships with our internal Marketing, Sales, Product, and Engineering teams to ensure that the right efforts are being prioritized for our Customers, including effective feedback loops that will help to shape Foursquare’s product roadmap 
• Collaborate with cross-functional teams in the delivery of improvement efforts

What you’ll need 

• 5+ years of Customer Success, Customer Success Operations, Sales Operations, and/or Marketing Operations experience
• A current understanding of the Customer Success and Customer Support systems and tooling landscape, including Zendesk, Asana, and Jira 
• Strong data analysis and presentation skills, with previous experience measuring the productivity of a go-to-market team
• Curiosity and a desire to be hands-on to observe CS Reps in the field and identify what is working well and what are the needed areas for improvement
• Proven ability to lead process improvement initiatives and/or transformation efforts of significant scope
• Results-oriented with strong decision-making skills and the ability to prioritize multiple objectives while meeting aggressive deadlines
• Ability to work effectively in a team environment to establish and maintain cooperative working relat