Director of Customer Success

About the Role

As the Director of Customer Success at Northbeam, you will lead and scale our Customer Success team to drive outstanding outcomes for our customers and the business. You will oversee a team of CSMs, refine customer success strategies, and foster cross-functional alignment with Sales, Media Strategy, Product, and Engineering to maximize customer retention and growth.

Your leadership will help ensure that Northbeam’s enterprise customers derive maximum value from our product while maintaining a consistently high-quality customer experience. You will play a pivotal role in building scalable processes, coaching the team, and shaping how Northbeam supports and partners with its growing customer base.

Team Leadership & Development

• Lead and manage the Customer Success Manager (CSM) team, providing mentorship, coaching, and performance management.
• Define and evolve the team structure, processes, and career development paths as the Customer Success function scales.
• Foster a culture of accountability, collaboration, and continuous improvement across the team.
• Continue hiring CSMs and Senior CSMs to support our client base.

Customer Success Strategy & Execution

• Own the post-sales customer lifecycle strategy with the goal of maximizing retention and improving customer experience.
• Develop and implement proactive customer success programs to improve onboarding, product adoption, customer health, and advocacy.
• Establish clear KPIs and reporting to track customer health, team performance, and business impact.
• Build and refine scalable processes to drive operational efficiency and consistency across the CSM team.

Cross-Functional Collaboration

• Partner closely with the Sales, Media Strategy, Product, and Engineering teams to deliver a seamless customer experience and voice of customer feedback loop.
• Drive alignment between Customer Success and Media Strategy on data reviews, reporting cadences, and campaign effectiveness insights.
• Influence product roadmap priorities by collecting and synthesizing feedback from the Customer Success team and customers.

Executive Customer Engagement

• Engage directly with strategic customers as an executive sponsor and trusted advisor.
• Lead high-risk retention efforts and support CSMs in managing escalations and complex customer relationships.
• Represent Customer Success in executive leadership discussions and planning.

Innovation & Continuous Improvement

• Identify and drive opportunities to automate and enhance customer engagement, health tracking, and value realization through tooling and workflows.
• Champion continuous learning and adoption of industry best practices within the Customer Success function.

What You Bring

Experience

• Bachelor’s Degree or similar experience preferred, but not required.
• 8+ years of experience in Customer Success or similar customer-facing leadership roles in SaaS, with 3+ years of people management experience.
• Experience managing a CSM team supporting enterprise or high-growth eCommerce and ad tech customers.

Leadership Skills

• Proven ability to build, lead, and scale high-performing customer success teams.
• Strong strategic thinking and operational execution skills.
• Excellent interpersonal and communication abilities with experience managing executive-level customer relationships.

Technical Skills

• Comfortable with project management and CRM tools (e.g. HubSpot).
• Proficient in customer analytics tools and using data to drive decision-making.
• Familiarity with marketing and ad tech concepts (campaigns, ad platforms, UTMs, attribution models).

Bonus Skills & Experience 

• Experience in marketing, marketing-tech, or ad tech companies.
• Understanding of ad buying and tracking platforms such as Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc.