Senior Customer Success Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Facilitate and coordinate support for Northbeam’s enterprise clients to enhance retention and reduce churn.

• Manage a portfolio of accounts and collaborate closely with the Media Strategy team to provide product value and insights.

• Assist customers in integrating Northbeam’s analytics solution into their eCommerce systems and resolve any challenges.

• Offer setup assistance for new customers and provide eCommerce growth insights for fully onboarded clients.

• Coordinate with internal stakeholders for post-onboarding support, ticket management, and gathering product feedback.

• Prepare regular customer data reviews and follow up on deliverables like conversion lag reports.

• Act as the primary support for technical issues through support tickets and Slack communications.

• Investigate account health concerns and analyze customer usage data using internal tracking tools.

• Identify at-risk customers, monitor churn rates, and implement timely interventions.

• Enhance and automate customer health tracking and engagement strategies.

• Work collaboratively with Product, Engineering, and Media Strategy teams to rectify bugs and technical issues.

• Influence the Product and Customer Success teams regarding tools and system initiatives that enhance the customer experience.

⛳️ Requirements

• Bachelor’s degree in Business, Marketing, Information Systems, Analytics, or a related discipline.

• 3+ years of experience in Customer Success, Account Management, or Technical Support, ideally within enterprise or eCommerce contexts.

• Background in SaaS B2B software companies.

• Strong comprehension of eCommerce ecosystems and marketing analytics, including familiarity with tools like Facebook Ads Manager, Google Analytics, and TikTok Seller Center.

• Technical proficiency and comfort in troubleshooting integrations and product configurations.

• Ability to closely collaborate with Onboarding and Support teams on bugs and technical challenges.

• Experience managing a portfolio of accounts and handling complex customer relationships.

• Demonstrated capacity to identify customer health risks, analyze usage data, and proactively drive retention and expansion initiatives.

• Exceptional communication skills, with the capability to convey technical concepts to non-technical audiences and guide customers as a trusted advisor.

• Data-driven mindset focused on improving processes, automating workflows, and scaling customer engagement.

• Strong project management and cross-functional coordination abilities, with the skill to align Product, Engineering, and Media Strategy stakeholders.

• Comfortable utilizing 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.