Senior Customer Success Manager @Northbeam

Overview

The Senior Customer Success Manager at Northbeam plays a critical role in facilitating and coordinating support for the company’s enterprise customer base to improve retention and minimize churn. Northbeam is a remote-friendly company focused on delivering advanced marketing intelligence solutions to eCommerce brands.

Key Responsibilities

• Integrate analytics products into customers’ eCommerce infrastructure and troubleshoot challenges when necessary.
• Provide setup support for early-stage customers and growth insights for fully onboarded clients.
• Coordinate stakeholder interactions to ensure a smooth post-onboarding experience and manage general support tickets.
• Assist the Media Strategy team with data reviews, preparing deliverables for customers.
• Act as the first line of support for technical issues raised by customers through support tickets or Slack.
• Utilize internal tracking tools to monitor account health and customer usage data.
• Identify at-risk customers proactively and drive intervention to ensure their success.
• Track and resolve technical issues alongside the engineering team.
• Contribute to improving customer engagement and automation processes.
• Influence product and customer success initiatives to enhance the customer experience.

Requirements

• 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, preferably with enterprise or eCommerce customers.
• Experience with SAAS B2B software companies.
• Understanding of eCommerce ecosystems and marketing analytics, familiarity with platforms like Facebook Ads Manager, Google Analytics, TikTok Seller Center.
• Technical aptitude for troubleshooting integrations and product configurations.
• Experience managing complex customer relationships and ownership of a book of business.
• Excellent communication skills, capable of explaining technical concepts to non-technical audiences.
• Data-driven mindset with project management and cross-functional coordination skills.
• Proficiency in Hubspot and CRM tools, and data analytics tools.

Benefits

• Base salary range of $110,000 — $140,000 USD.
• On-target earnings ranging from $15,000 — $28,000 USD.
• Equity package and comprehensive healthcare benefits (medical, dental, and vision).
• 401(k) plan with flexible PTO policies and 12 company-paid holidays.
• 12 weeks of paid parental leave and a $500 work-from-home stipend.

Location

Remote-friendly, with team members in San Francisco, Los Angeles, New York, and more.

How to Apply

Applications are accepted on an ongoing basis.