Customer Success Manager

Summary

Join Northbeam as a Customer Success Manager and play a vital role in supporting our enterprise customers, improving retention, and minimizing churn. You will manage a portfolio of accounts, collaborate with the Media Strategy team to ensure optimal product value, and proactively address customer needs. This remote-first position requires strong communication, project management, and data analysis skills. You will work closely with internal teams to resolve issues and improve the customer experience. The ideal candidate has experience in customer success, particularly within eCommerce and ad tech, and is comfortable using various project management and data analytics tools.

Requirements

• Bachelor's Degree or similar experience
• 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

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. An ideal candidate will 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