Director of Customer Success
New
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NorthbeamMarketing Intelligence
We're a remote-friendly company with physical offices in San Francisco and Los Angeles.Full-TimeDirector
Salary$160,000 — $185,000 USD
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Job Details
- Experience
- 8+ years of experience in Customer Success or similar customer-facing leadership roles in SaaS, with 3+ years of people management experience.
- Required Skills
- People ManagementCustomer SuccessSaaSHubSpotCRM
Requirements
- 8+ years of experience in Customer Success or similar customer-facing leadership roles in SaaS.
- 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).
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.
- 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.
- Partner closely with Sales, Media Strategy, Product, and Engineering teams to deliver a seamless customer experience.
- Engage directly with strategic customers as an executive sponsor and trusted advisor.
- Identify and drive opportunities to automate and enhance customer engagement and health tracking through tooling and workflows.
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