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Senior Customer Success Manager (Los Angeles)

Los Angeles, CA

About Us

Northbeam is building the world’s most advanced marketing intelligence platform for growth. Our attribution modeling technology and customizable dashboards provide our customers with a unified view of their e-commerce business data. The smartest brands in ecommerce trust Northbeam to accurately attribute their advertising spend, understand the entire customer journey, and make data-driven decisions to grow profitably.

Northbeam’s team and customer base are growing quickly, and it’s essential that we invest in the right people & systems to scale our business. Our business has found incredible product-market fit and continues to grow rapidly. This is a career-defining opportunity for an experienced engineer to accelerate their growth and contribute to a rapidly-scaling company.

The Northbeam team is composed of hard-working and talented individuals focused on collaboration, personal growth, and technical excellence. We would love for you to join us!

We’re a remote-first company with team members in San Francisco, Los Angeles, New York, Austin, and other cities across the US

Job Description

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 is delivering outstanding value and insights for customers.

This is a hybrid role based out of our Los Angeles office.

Key Responsibilities

  • Provide setup support for early stage customers, 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)
  • Proactively use internal tracking tools to investigate account health issues and customer usage data
  • Reach out to at-risk customers proactively and ensure the customer is set up for 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 Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience

Required Experience and Skills

EXPERIENCE

  • Bachelor's Degree or similar experience preferred, but not required
  • 3-5+ years in a Customer Success position, ideally touching eCommerce and ad tech

TECHNICAL SKILLS

  • Comfortable with typical project management tools
  • Comfortable working with Hubspot and other CRM tools
  • Proficient in data analytics tools

Other Beneficial Experience and Skills:

  • Experience in a marketing or marketing-tech related capacity
  • Understanding of ad buying and tracking concepts including campaigns, ad platforms, UTMs, etc
  • Experience working in Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc

Salary Range: $100,000-$130,000 per year. Actual compensation may vary based on experience, skills, and location.

Values

These are the values we share as the Northbeam community:

  • Growth mindset - we’re always learning and growing
  • Customer focus - we want to make the customer happy with our product
  • Ownership mentality - we think like owners in the business
  • Radical candor - we’re transparent and give direct feedback to one another

Benefits

  • Equity package
  • Generous base salary
  • Healthcare Benefits (medical, dental, vision)
  • Travel to meet with the team
  • Flexible PTO Policy
  • 12 Company Paid Holidays

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