Senior Customer Success Manager

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.

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 delivers outstanding value and insights to customers.

We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more.

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...