Senior Customer Success Manager

New

NorthbeamMarketing analytics

Location: Los Angeles, CaliforniaFull-TimeManager

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 of experience in Customer Success, Account Management, or Technical Support experience
Required Skills: Google AnalyticsCustomer SuccessHubSpotAccount ManagementData analytics

Hold a bachelor’s degree in Business, Marketing, Information Systems, Analytics, or a related field.
Have 3+ years of experience in Customer Success, Account Management, or Technical Support.
Bring experience from B2B SaaS software companies.
Understand eCommerce ecosystems and marketing analytics.
Be familiar with platforms such as Facebook Ads Manager, Google Analytics, and TikTok Seller Center.
Be comfortable troubleshooting integrations and product configurations.
Have experience owning a book of business and managing complex customer relationships.
Be able to identify customer health risks, analyze usage data, and drive retention and expansion efforts.
Explain technical concepts to non-technical audiences and guide customers as a trusted advisor.
Bring a data-driven approach to process improvement, workflow automation, and customer engagement.
Have project management and cross-functional coordination skills.
Be comfortable using HubSpot and other CRM tools.
Be proficient in data analytics tools.

Help customers integrate Northbeam’s analytics product into their eCommerce infrastructure and troubleshoot issues.
Provide setup support for early-stage customers and eCommerce growth insights for fully onboarded customers.
Coordinate internal stakeholders, manage support tickets, and relay product feedback and requests.
Help the Media Strategy team prepare for recurring customer data reviews and follow up on deliverables.
Serve as the first line of support for technical issues raised through 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 retention.
Find ways to automate and improve customer health tracking and engagement.
Coordinate with Product, Engineering, and Media Strategy to track bugs and resolve technical issues.
Influence Product and Customer Success initiatives to improve the customer experience.

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