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Northbeam · 1 day ago

Senior Customer Success Manager

Los Angeles, CA

Full-time

Hybrid

Mid, Senior Level

$100K/yr - $130K/yr

3+ years exp

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. As a Senior Customer Success Manager, you will facilitate support for enterprise customers, improve retention, and minimize churn while coordinating closely with the Media Strategy team to ensure outstanding product value and insights.

Information TechnologyMachine Learning

Responsibilities

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

Qualification

Customer Success ManagementECommerce AnalyticsTechnical SupportSAAS B2B ExperienceData Analytics ToolsHubspot ProficiencyProject ManagementCommunication SkillsCross-functional Coordination

Required

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