Senior Customer Success Manager

Job Description:

As a Senior Customer Success Manager at Northbeam, you will play a critical role in facilitating and coordinating support for Northbeam’s enterprise customer base to improve retention and minimize customer churn. You will own a book of business and work closely with the Media Strategy team to ensure the Northbeam product delivers outstanding value and insights to customers.

We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more.

Your Impact

• Work with customers to help integrate our analytics product into their eCommerce infrastructure, and assess challenges if troubleshooting is required
• Provide setup support for early-stage customers, and eCommerce growth insights for those that are fully onboarded
• Own coordinating stakeholders internally to ensure a smooth post-onboarding experience, general support ticket management, and product feedback/requests
• Help the Media Strategy team prepare for data reviews at a recurring cadence with the customer and follow up with deliverables (e.g., working with the team on preparing conversion lag reports for a customer)
• Act as the first line of support for any technical issues raised by customers via support tickets, or Slack channels
• Proactively use internal tracking tools to investigate account health issues and customer usage data
• Proactively identify at-risk customers, monitor churn, and drive timely intervention to ensure customer success.
• Consider methods to automate and improve customer health tracking and engagement
• Work closely across multiple teams, including Product, Engineering, and Media Strategy. An ideal candidate will track bug reports and more technical issues alongside the engineering team to ensure speedy resolution times
• Become an extension of our customers’ data and media teams – your contributions directly impact how much they are able to take advantage of all Northbeam has to offer
• Influence Northbeam’s Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience

What You Bring

• Bachelor’s degree in Business, Marketing, Information Systems, Analytics, or a related field
• 3+ years of experience in Customer Success, Account Management, or Technical Support experience, preferably supporting enterprise or eCommerce customers
• Experience in SAAS B2B software companies
• Strong understanding of eCommerce ecosystems and marketing analytics, including familiarity with platforms such as Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc
• Technical aptitude and comfort with troubleshooting integrations and product configurations
• Ability to partner closely with Onboarding and Support on bugs and technical issues
• Experience owning a book of business and managing complex customer relationships
• Proven ability to identify customer health risks, analyze usage data, and proactively drive retention and expansion efforts
• Excellent communication skills, with the ability to explain technical concepts to non-technical audiences and guide customers as a trusted advisor
• Data-driven mindset with a desire to improve processes, automate workflows, and scale customer engagement
• Strong project management and cross-functional coordination skills, with the ability to align Product, Engineering, and Media Strategy stakeholders
• Comfortable working with Hubspot and other CRM tools
• Proficient in data analytics tools