Senior Customer Success Manager

northbeam | SaaS marketing analytics

1h 11m ago

Remote In-Country

Full Time

United States of America

$110k - $140k USD/yr

Title: Senior Customer Success Manager Location: New York

About Northbeam

Northbeam 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 Impact

Work with customers to help integrate our analytics product into their eCommerce infrastructure, and assess challenges if troubleshooting is required
Provide setup support for early-stage customers, and eCommerce growth insights for those that are fully onboarded
Own coordinating stakeholders internally to ensure a smooth post-onboarding experience, general support ticket management, and product feedback/requests
Help 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 channels
Proactively use internal tracking tools to investigate account health issues and customer usage data
Proactively identify at-risk customers, monitor churn, and drive timely intervention to ensure customer success.
Consider methods to automate and improve customer health tracking and engagement
Work 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 times
Become 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 offer
Influence Northbeam’s Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience

What You Bring

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 experience, preferably supporting enterprise or eCommerce customers
Experience in SAAS B2B software companies
Strong understanding of eCommerce ecosystems and marketing analytics, including familiarity with platforms such as 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

Base Salary Range

$110,000—$140,000 USD

On-Target Earnings

$15,000—$28,000 USD

Actual 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.

Required Skills

analyticsgoogle_analyticshubspotmarketing_analyticsproject_management

Required Languages

🇬🇧 English

Job Description:

We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more.

Your Impact

Work with customers to help integrate our analytics product into their eCommerce infrastructure, and assess challenges if troubleshooting is required

Provide setup support for early-stage customers, and eCommerce growth insights for those that are fully onboarded

Own coordinating stakeholders internally to ensure a smooth post-onboarding experience, general support ticket management, and product feedback/requests

Help 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 channels

Proactively use internal tracking tools to investigate account health issues and customer usage data

Proactively identify at-risk customers, monitor churn, and drive timely intervention to ensure customer success.

Consider methods to automate and improve customer health tracking and engagement

Work 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 times

Become 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 offer

Influence Northbeam’s Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience

What You Bring

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 experience, preferably supporting enterprise or eCommerce customers

Experience in SAAS B2B software companies

Strong understanding of eCommerce ecosystems and marketing analytics, including familiarity with platforms such as 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