Note: The job is a remote job and is open to candidates in USA. Northbeam is building a marketing intelligence platform that helps eCommerce brands analyze business data, advertising spend, and customer journeys. The Customer Success Manager will manage enterprise customer relationships, coordinate onboarding and support, monitor account health, and collaborate with internal teams to improve retention and customer value.
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
Skills
- 1-3+ years in a Customer Success position, ideally touching eCommerce and ad tech
- Comfortable with typical project management tools
- Comfortable working with Hubspot and other CRM tools
- Proficient in data analytics tools
- Bachelor's Degree or similar experience preferred, but not required
Benefits
- Remote-friendly company with physical offices in San Francisco and Los Angeles
- 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 to support your remote setup
Company Overview