Director of Customer Success
About Northbeam
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. Machine learning has been at the heart of Northbeam since day one: our full suite of measurement, spanning multi-touch attribution, MMM+, and incrementality, is built on it, along with laser-accurate first-party data. Now we're taking that foundation further, using AI to help brands operationalize their data and turn Northbeam insights into automated decisions.
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 physical offices in San Francisco and Los Angeles.
About the Role
As the Director of Customer Success at Northbeam, you will lead and scale our Customer Success team to drive outstanding outcomes for our customers and the business. You will oversee a team of CSMs, refine customer success strategies, and foster cross-functional alignment with Sales, Media Strategy, Product, and Engineering to maximize customer retention and growth.
Your leadership will help ensure that Northbeam’s enterprise customers derive maximum value from our product while maintaining a consistently high-quality customer experience. You will play a pivotal role in building scalable processes, coaching the team, and shaping how Northbeam supports and partners with its growing customer base.
Your Impact
Team Leadership & Development
- Lead and manage the Customer Success Manager (CSM) team, providing mentorship, coaching, and performance management.
- Define and evolve the team structure, processes, and career development paths as the Customer Success function scales.
- Foster a culture of accountability, collaboration, and continuous improvement across the team.
- Continue hiring CSMs and Senior CSMs to support our client base.
Customer Success Strategy & Execution
- Own the post-sales customer lifecycle strategy with the goal of maximizing retention and improving customer experience.
- Develop and implement proactive customer success programs to improve onboarding, product adoption, customer health, and advocacy.
- Establish clear KPIs and reporting to track customer health, team performance, and business impact.
- Build and refine scalable processes to drive operational efficiency and consistency across the CSM team.
Cross-Functional Collaboration
- Partner closely with the Sales, Media Strategy, Product, and Engineering teams to deliver a...