Senior manager customer success [h1.location_city]
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NorthbeamLos Angeles, CA, US- [job_card.full_time]
Senior Customer Success Manager
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.
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 Role
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.
This is a hybrid role based out of our Los Angeles office. The CS Team is in the office Tuesday-Thursday.
Your Impact
- Work with customers to help integrate our analytics product into their eCommerce infrastructure, and assess challenges if troubleshooting is required
- Provide setup support for early-stage customers, and 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)
- Act as the first line of support for any technical issues raised by customers via support tickets, or Slack channels
- Proactively use internal tracking tools to investigate account health issues and customer usage data
- Proactively identify at-risk customers, monitor churn, and drive timely intervention to ensure customer 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's Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience
What You Bring
Bonus Skills & Experience
All Northbeam Customer Success and Account Management 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.
Base Salary Range $100,000 - $130,000 USD
On-Target Earnings $115,000 - $156,000 USD
Actual 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 Process 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.
We accept applications on an ongoing basis.