Senior Customer Success Manager

Northbeam•Los Angeles, CA

6d•$110,000 - $140,000•Remote

About The Position

As a Senior Customer Success Manager at Northbeam, you will facilitate and coordinate support for the enterprise customer base to improve retention and minimize churn. You will own a book of business and work closely with the Media Strategy team to ensure Northbeam’s product delivers outstanding value and insights to customers. You will help customers integrate Northbeam’s analytics product into their eCommerce infrastructure, provide setup support and growth insights, coordinate internal stakeholders through the post-onboarding experience, manage support tickets, and relay product feedback. You will support recurring customer data reviews, investigate account health and usage, and act as the first line of support for technical issues. The role works cross-functionally with Product, Engineering, and Media Strategy to resolve issues and improve customer experience, and contributes to initiatives that automate and improve customer health tracking and engagement. Northbeam is a remote-first, remote-friendly company with physical offices in San Francisco and Los Angeles and team members in multiple locations. The position offers a base salary of $110,000–$140,000 USD and on-target earnings of $15,000–$28,000 USD, with compensation varying based on experience, skills, and location.

Requirements

Bachelor’s degree in Business, Marketing, Information Systems, Analytics, or a related field.
At least 3 years of experience in Customer Success, Account Management, or Technical Support, preferably supporting enterprise or eCommerce customers.
Experience at B2B SaaS software companies.
Strong understanding of eCommerce ecosystems and marketing analytics, including familiarity with platforms such as Facebook Ads Manager, Google Analytics, and TikTok Seller Center.
Technical aptitude and comfort troubleshooting integrations and product configurations.
Ability to partner closely with Onboarding and Support on bugs and technical issues.
Experience owning a book of business and managing complex customer relationships.
Proven ability to identify customer health risks, analyze usage data, and proactively drive retention and expansion efforts.
Excellent communication skills, including the ability to explain technical concepts to non-technical audiences and guide customers as a trusted advisor.
Data-driven mindset and desire to improve processes, automate workflows, and scale customer engagement.
Strong project management and cross-functional coordination skills, including aligning Product, Engineering, and Media Strategy stakeholders.
Comfort working with HubSpot and other CRM tools.
Proficiency in data analytics tools.

Responsibilities

Help customers integrate Northbeam’s analytics product into their eCommerce infrastructure and assess challenges requiring troubleshooting.
Provide setup support for early-stage customers and eCommerce growth insights for fully onboarded customers.
Coordinate internal stakeholders to ensure a smooth post-onboarding experience, manage support tickets, and communicate product feedback and requests.
Help the Media Strategy team prepare for recurring customer data reviews and follow up on deliverables, such as conversion lag reports.
Act as the first line of support for technical issues raised through customer support tickets or Slack channels.
Use internal tracking tools to investigate account health issues and customer usage data.
Identify at-risk customers, monitor churn, and drive timely interventions to support customer success.
Consider and develop methods to automate and improve customer health tracking and engagement.
Work across Product, Engineering, and Media Strategy; track bug reports and technical issues alongside Engineering to support timely resolution.
Serve as an extension of customers’ data and media teams, helping them take advantage of Northbeam’s offerings.
Influence Product and Customer Success teams to advance tools and system initiatives that improve the customer experience.