Director of Customer Success

Northbeam•Los Angeles, CA

2d•$160,000 - $185,000•Hybrid

About The Position

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. This role will be hybrid remote, with some days in office in Los Angeles. Schedule to be determined.

Requirements

Bachelor’s Degree or similar experience preferred, but not required.
8+ years of experience in Customer Success or similar customer-facing leadership roles in SaaS, with 3+ years of people management experience.
Experience managing a CSM team supporting enterprise or high-growth eCommerce and ad tech customers.
Proven ability to build, lead, and scale high-performing customer success teams.
Strong strategic thinking and operational execution skills.
Excellent interpersonal and communication abilities with experience managing executive-level customer relationships.
Comfortable with project management and CRM tools (e.g. HubSpot).
Proficient in customer analytics tools and using data to drive decision-making.
Familiarity with marketing and ad tech concepts (campaigns, ad platforms, UTMs, attribution models).

Nice To Haves

Experience in marketing, marketing-tech, or ad tech companies.
Understanding of ad buying and tracking platforms such as Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc.

Responsibilities

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.
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.
Partner closely with the Sales, Media Strategy, Product, and Engineering teams to deliver a seamless customer experience and voice of customer feedback loop.
Drive alignment between Customer Success and Media Strategy on data reviews, reporting cadences, and campaign effectiveness insights.
Influence product roadmap priorities by collecting and synthesizing feedback from the Customer Success team and customers.
Engage directly with strategic customers as an executive sponsor and trusted advisor.
Lead high-risk retention efforts and support CSMs in managing escalations and complex customer relationships.
Represent Customer Success in executive leadership discussions and planning.
Identify and drive opportunities to automate and enhance customer engagement, health tracking, and value realization through tooling and workflows.
Champion continuous learning and adoption of industry best practices within the Customer Success function.