Director of Customer Success @Northbeam

Overview

The Director of Customer Success at Northbeam will lead the Customer Success team, ensuring exceptional outcomes for customers and the business. This role involves fostering collaboration across different functions to maximize customer retention and growth within a rapidly growing marketing intelligence platform.

Key Responsibilities

• Lead and manage the Customer Success Manager (CSM) team, providing mentorship and performance management.
• Define and evolve the team structure, processes, and career development paths.
• Own the post-sales customer lifecycle strategy to maximize retention and improve customer experience.
• Develop and implement proactive customer success programs.
• Partner with Sales, Media Strategy, Product, and Engineering teams to deliver a seamless customer experience.
• Engage with strategic customers as an executive sponsor.
• Identify opportunities to automate and enhance customer engagement.

Requirements

• Bachelor’s Degree or similar experience preferred, but not required.
• 8+ years of experience in Customer Success or similar roles in SaaS, with 3+ years in people management.
• Experience managing a CSM team for enterprise/ high-growth eCommerce and ad tech customers.
• Proficient in project management and CRM tools, comfortable with customer analytics tools.
• Strong strategic thinking, operational execution skills, and excellent communication abilities.

Benefits

• Base Salary Range: $160,000 — $185,000 USD.
• Equity package, comprehensive healthcare benefits (medical, dental, and vision), and a 401(k) plan.
• Flexible PTO policy, 12 company-paid holidays, and 12 weeks of paid parental leave.
• $500 work-from-home stipend.

Location

This is a remote-friendly position, with physical offices in San Francisco and Los Angeles.

How to Apply

Applications are accepted on an ongoing basis.

Deadline

None stated.