Senior Customer Success Manager

Senior Customer Success ManagerNew YorkAbout NorthbeamNorthbeam is building the world's most advanced marketing intelligence platform, providing top eCommerce brands a unified view of their business data through powerful attribution modeling and customizable dashboards. Our technology helps customers accurately track ad spend, understand the full customer journey, and drive profitable growth. Machine learning has been at the heart of Northbeam since day one: our full suite of measurement, spanning multi-touch attribution, MMM+, and incrementality, is built on it, along with laser-accurate first-party data. Now we're taking that foundation further, using AI to help brands operationalize their data and turn Northbeam insights into automated decisions.We're experiencing rapid growth, have strong product-market fit, and are looking for the right people to help us scale.

This is a rare chance to make a meaningful impact at a fast-moving, high-growth company. At Northbeam, you'll join a team of driven, collaborative, and talented individuals who value personal growth and excellence. We'd love for you to be part of our journey.We're a remote-friendly company with physical offices in San Francisco and Los Angeles.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 ImpactWork with customers to help integrate our analytics product into their eCommerce infrastructure, and assess challenges if troubleshooting is requiredProvide setup support for early-stage customers, and eCommerce growth insights for those that are fully onboardedOwn coordinating stakeholders internally to ensure a smooth post-onboarding experience, general support ticket management, and product feedback/requestsHelp 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 channelsProactively use internal tracking tools to investigate account health issues and customer usage dataProactively identify at-risk customers, monitor churn, and drive timely intervention to ensure customer success.Consider methods to automate and improve customer health tracking and engagementWork 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 timesBecome 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 offerInfluence Northbeam's Product and Customer Success teams to push forward tools and system initiatives to improve the customer experienceWhat You BringBachelor's degree in Business, Marketing, Information Systems, Analytics, or a related field3+ years of experience in Customer Success, Account Management, or Technical Support experience, preferably supporting enterprise or eCommerce customersExperience in SAAS B2B software companiesStrong understanding of eCommerce ecosystems and marketing analytics, including familiarity with platforms such as Facebook Ads Manager, Google Analytics, TikTok Seller Center, etcTechnical aptitude and comfort with troubleshooting integrations and product configurationsAbility to partner closely with Onboarding and Support on bugs and technical issuesExperience owning a book of business and managing complex customer relationshipsProven ability to identify customer health risks, analyze usage data, and proactively drive retention and expansion effortsExcellent communication skills, with the ability to explain technical concepts to non-technical audiences and guide customers as a trusted advisorData-driven mindset with a desire to improve processes, automate workflows, and scale customer engagementStrong project management and cross-functional coordination skills, with the ability to align Product, Engineering, and Media Strategy stakeholdersComfortable working with Hubspot and other CRM toolsProficient in data analytics toolsBase Salary Range$110,000 - $140,000 USDOn-Target Earnings$15,000 - $28,000 USDActual compensation may vary based on experience, skills, and location.In addition to your base salary, we offer an equity package, comprehensive healthcare benefits (medical, dental, and vision), and a 401(k) plan. Our team enjoys a flexible PTO policy, 12 company-paid holidays, and 12 weeks of paid parental leave. We also provide a $500 work-from-home stipend to support your remote setup.Interview Process The interview process varies by role but typically begins with a 30-minute interview with a Northbeam recruiter, followed by a video interview with the hiring manager. Next, candidates complete a role-specific video interview followed by video or onsite interviews with several team members.

The final step is a video interview with our CEO/Co-founder. The entire interview process is usually 5-7 interviews total and requires around 5-8 hours of your time.We accept applications on an ongoing basis.