Senior Customer Success Manager

The role

You will facilitate and coordinate support for enterprise customers to improve retention and minimize churn. You will own a book of business and work with the Media Strategy team to ensure product value.

What you will do

• Integrate analytics product into eCommerce infrastructure and troubleshoot challenges
• Provide setup support and eCommerce growth insights
• Coordinate internal stakeholders for post-onboarding experience and support ticket management
• Help Media Strategy team prepare for data reviews and follow up with deliverables
• Act as first line of support for technical issues via support tickets or Slack
• Use internal tracking tools to investigate account health and usage data
• Identify at-risk customers and drive intervention to ensure success
• Automate and improve customer health tracking and engagement
• Track bug reports and technical issues with engineering team
• Influence Product and Customer Success teams to improve customer experience

Required qualifications

• 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
• Experience in SAAS B2B software companies
• Strong understanding of eCommerce ecosystems and marketing analytics
• 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 drive retention and expansion efforts
• Excellent communication skills
• Data-driven mindset
• Strong project management and cross-functional coordination skills

Nice to have

• preferably supporting enterprise or eCommerce customers

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

Before you apply

• The interview process typically includes 5-7 interviews total
• The process requires around 5-8 hours of your time

About the company

Northbeam is building a marketing intelligence platform providing eCommerce brands a unified view of business data through attribution modeling and dashboards. The company is remote-friendly with offices in San Francisco and Los Angeles.