Senior Customer Success Manager
New
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NorthbeamMarketing Analytics
We're a remote-first company with team members in San Francisco, Los Angeles, New York, and more.Full-TimeSenior
SalaryBase Salary Range $110,000 — $140,000 USD; On-Target Earnings $15,000 — $28,000 USD
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Job Details
- Experience
- 3+ years
- Required Skills
- Project ManagementCustomer SuccessSaaSHubSpotAccount ManagementTechnical supportCRM
Requirements
- Bachelor's degree in Business, Marketing, Information Systems, Analytics, or a related field.
- 3+ years of experience in Customer Success, Account Management, or Technical Support.
- Experience in SaaS B2B software companies.
- Strong understanding of eCommerce ecosystems and marketing analytics platforms.
- Familiarity with platforms such as Facebook Ads Manager, Google Analytics, and TikTok Seller Center.
- Technical aptitude for troubleshooting integrations and product configurations.
- Experience owning a book of business and managing complex customer relationships.
- Proven ability to identify customer health risks and drive retention/expansion efforts.
- Project management and cross-functional coordination skills.
- Proficiency with Hubspot or other CRM tools and data analytics platforms.
Responsibilities
- Facilitate and coordinate support for enterprise customers to improve retention and minimize churn.
- Help integrate the analytics product into eCommerce infrastructure and troubleshoot setup challenges.
- Own a book of business, including support ticket management and internal stakeholder coordination.
- Prepare data reviews and deliverables for customers in collaboration with the Media Strategy team.
- Act as the first line of support for technical issues via support tickets and Slack.
- Analyze account health and usage data to proactively identify and mitigate at-risk customers.
- Collaborate with Engineering to track bugs and ensure speedy issue resolution.
- Drive internal process improvements and automation for customer health tracking.
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