Senior Customer Success Manager

🔥 15 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $110k - $140k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 22%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Northbeam

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

📣 Marketing

📦 Logistics

💼 Consulting

💰 $15M Series A on 2022-08

Marketing • Logistics • Consulting

Northbeam is a marketing intelligence platform that specializes in multi-touch attribution and media mix modeling, powered by machine learning, to enhance profitable growth. The platform offers tools like omnichannel planning, real-time data analytics, and creative analytics to optimize ad spends, improve cross-channel performance, and drive growth for ecommerce brands. Trusted by top brands, Northbeam provides data-driven insights into customer journeys and ad performance with a focus on first-party data. Its solutions help businesses understand conversion paths, optimize budget mixes, and tackle creative fatigue for maximum return on ad spend.

📋 Description

• Facilitate and coordinate support for Northbeam’s enterprise customer base to improve retention and minimize churn • Own a book of business and work closely with the Media Strategy team to deliver product value and insights • Help customers integrate Northbeam’s analytics product into their eCommerce infrastructure and troubleshoot challenges • Provide setup support for early-stage customers and eCommerce growth insights for fully onboarded customers • Coordinate internal stakeholders for post-onboarding support, ticket management, and product feedback • Help prepare recurring customer data reviews and follow up on deliverables such as conversion lag reports • Serve as the first line of support for technical issues through support tickets and Slack • Investigate account health issues and customer usage data using internal tracking tools • Identify at-risk customers, monitor churn, and drive timely interventions • Improve and automate customer health tracking and engagement • Collaborate with Product, Engineering, and Media Strategy teams to resolve bugs and technical issues • Influence Product and Customer Success teams on tools and system initiatives that improve 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 supporting enterprise or eCommerce customers • Experience in SaaS B2B software companies • Strong understanding of eCommerce ecosystems and marketing analytics, including familiarity with 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

🏖️ Benefits

• Equity package • Comprehensive healthcare benefits (medical, dental, and vision) • 401(k) plan • Flexible PTO policy • 12 company-paid holidays • 12 weeks of paid parental leave • $500 work-from-home stipend

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