Customer Success Manager

About the position

As a 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 is delivering outstanding value and insights for customers. We’re a remote-first company with team members in San Francisco, Los Angeles, New York, and more.

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
• 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

Requirements

• Bachelor's Degree or similar experience preferred, but not required
• 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