Senior Customer Success Manager

Senior Customer Success ManagerNorthbeam 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. 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 offices in San Francisco and Los Angeles.About the RoleAs 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 is delivering outstanding value and insights for customers. This is a hybrid role based out of our Los Angeles office. The CS Team is in the office Tuesday-Thursday.Your ImpactProvide 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)Proactively use internal tracking tools to investigate account health issues and customer usage dataReach out to at-risk customers proactively and ensure the customer is set up for successConsider 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 or similar experience preferred, but not required3-5+ years in a Customer Success position, ideally touching eCommerce and ad techComfortable with typical project management toolsComfortable working with Hubspot and other CRM toolsProficient in data analytics toolsBonus Skills & ExperienceExperience in a marketing or marketing-tech related capacityUnderstanding of ad buying and tracking concepts, including campaigns, ad platforms, UTMs, etcExperience working in Facebook Ads Manager, Google Analytics, TikTok Seller Center, etcAll Northbeam sales & CS positions have a base salary and an On-Target Earnings (OTE) range. Bonuses are based on performance and overall company objectives.Base Salary Range$100,000 - $130,000 USDOn-Target Earnings$115,000 - $156,000 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 ProcessThe 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.