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Senior Customer Success Manager
full-time•Los Angeles•$100k - $130k
About this role
<div class="content-intro"><h3><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">About Northbeam</span></h3>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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. </span></p>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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.</span></p>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">We’re a remote-friendly company with offices in San Francisco and Los Angeles.</span></p></div><h3><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">About the Role</span></h3>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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.</span></p>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">This is a hybrid role based out of our Los Angeles office. The CS Team is in the office Tuesday-Thursday. </span></p>
<h3><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Your Impact</span></h3>
<ul>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Work with customers to help integrate our analytics product into their eCommerce infrastructure, and assess challenges if troubleshooting is required</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Provide setup support for early-stage customers, and eCommerce growth insights for those that are fully onboarded</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Own coordinating stakeholders internally to ensure a smooth post-onboarding experience, general support ticket management, and product feedback/requests</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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)</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Act as the first line of support for any technical issues raised by customers via support tickets, or Slack channels</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Proactively use internal tracking tools to investigate account health issues and customer usage data</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Proactively identify at-risk customers, monitor churn, and drive timely intervention to ensure customer success.</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Consider methods to automate and improve customer health tracking and engagement</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Influence Northbeam’s Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience</span></li>
</ul>
<h3><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">What You Bring </span></h3>
<ul>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Bachelor’s degree in Business, Marketing, Information Systems, Analytics, or a related field</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">3+ years of experience in Customer Success, Account Management, or Technical Support experience, preferably supporting enterprise or eCommerce customers</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Experience in SAAS B2B software companies</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Strong understanding of eCommerce ecosystems and marketing analytics, including familiarity with platforms such as Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Technical aptitude and comfort with troubleshooting integrations and product configurations</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Ability to partner closely with Onboarding and Support on bugs and technical issues</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Experience owning a book of business and managing complex customer relationships </span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Proven ability to identify customer health risks, analyze usage data, and proactively drive retention and expansion efforts</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Excellent communication skills, with the ability to explain technical concepts to non-technical audiences and guide customers as a trusted advisor</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Data-driven mindset with a desire to improve processes, automate workflows, and scale customer engagement</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Strong project management and cross-functional coordination skills, with the ability to align Product, Engineering, and Media Strategy stakeholders</li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Comfortable working with Hubspot and other CRM tools</li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Proficient in data analytics tools</li>
</ul>
<h3><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Bonus Skills & Experience </span></h3>
<ul>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Experience in a marketing or marketing-tech related capacity</span></li>
<li style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Understanding of ad buying and tracking concepts, including campaigns, ad platforms, UTMs, etc</span></li>
</ul>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">All Northbeam sales positions have a base salary and an On-Target Earnings (OTE) range. The incentive structure consists of performance-based commissions aligned with individual quotas and overall company objectives.</span></p>
<p><span style="font-size: 8pt;">#LI-Hybrid</span></p><div class="content-pay-transparency"><div class="pay-input"><div class="title">Base Salary Range</div><div class="pay-range"><span>$100,000</span><span class="divider">—</span><span>$130,000 USD</span></div></div><div class="pay-input"><div class="title">On-Target Earnings</div><div class="pay-range"><span>$115,000</span><span class="divider">—</span><span>$156,000 USD</span></div></div></div><div class="content-conclusion"><p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">Actual compensation may vary based on experience, skills, and location.</span></p>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">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.</span></p>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;"><strong>Interview Process<br></strong>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.</span></p>
<p><span style="font-family: verdana, geneva, sans-serif; font-size: 12pt;">We accept applications on an ongoing basis.</span></p></div>
What you'll do
- As a Senior Customer Success Manager, you will coordinate support for enterprise customers to improve retention and minimize churn. You will own a book of business and work closely with the Media Strategy team to ensure customers receive outstanding value from the Northbeam product.
About Northbeam
Through the use of first-party data collection and machine learning, Northbeam delivers actionable insights to DTC and ecommerce brands that result in a clear picture of your customers’ buying behavior.
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Frequently Asked Questions
What does Northbeam pay for a Senior Customer Success Manager?
Northbeam offers a competitive compensation package for the Senior Customer Success Manager role. The salary range is USD 100k - 130k per year. Apply through Clera to learn more about the full compensation details.
What does a Senior Customer Success Manager do at Northbeam?
As a Senior Customer Success Manager at Northbeam, you will: as a Senior Customer Success Manager, you will coordinate support for enterprise customers to improve retention and minimize churn. You will own a book of business and work closely with the Media Strategy team to ensure customers receive outstanding value from the Northbeam product..
Is the Senior Customer Success Manager position at Northbeam remote?
The Senior Customer Success Manager position at Northbeam is based in Los Angeles, California, United States. Contact the company through Clera for specific work arrangement details.
How do I apply for the Senior Customer Success Manager position at Northbeam?
You can apply for the Senior Customer Success Manager position at Northbeamdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.