Director of Customer Success, Northbeam
$160-185k
In addition to your base salary, we offer an equity package
Marketing intelligence platform
Be an early applicant
Marketing intelligence platform
21-100 employees
Be an early applicant
$160-185k
In addition to your base salary, we offer an equity package
21-100 employees
Company mission
The new standard for eCommerce intelligence.
Role
Who you are
- Bachelor’s Degree or similar experience preferred, but not required
- 8+ years of experience in Customer Success or similar customer-facing leadership roles in SaaS, with 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)
Desirable
- Experience in marketing, marketing-tech, or ad tech companies
- Understanding of ad buying and tracking platforms such as Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc
What the job involves
- As the Director of Customer Success at Northbeam, you will lead and scale our Customer Success team to drive outstanding outcomes for our customers and the business
- You will oversee a team of CSMs, refine customer success strategies, and foster cross-functional alignment with Sales, Media Strategy, Product, and Engineering to maximize customer retention and growth
- Your leadership will help ensure that Northbeam’s enterprise customers derive maximum value from our product while maintaining a consistently high-quality customer experience
- You will play a pivotal role in building scalable processes, coaching the team, and shaping how Northbeam supports and partners with its growing customer base
- 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
- Foster a culture of accountability, collaboration, and continuous improvement across the team
- Continue hiring CSMs and Senior CSMs to support our client base
- 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
- Establish clear KPIs and reporting to track customer health, team performance, and business impact
- Build and refine scalable processes to drive operational efficiency and consistency across the CSM team
- Partner closely with the Sales, Media Strategy, Product, and Engineering teams to deliver a seamless customer experience and voice of customer feedback loop
- Drive alignment between Customer Success and Media Strategy on data reviews, reporting cadences, and campaign effectiveness insights
- Influence product roadmap priorities by collecting and synthesizing feedback from the Customer Success team and customers
- Engage directly with strategic customers as an executive sponsor and trusted advisor
- Lead high-risk retention efforts and support CSMs in managing escalations and complex customer relationships
- Represent Customer Success in executive leadership discussions and planning
- Identify and drive opportunities to automate and enhance customer engagement, health tracking, and value realization through tooling and workflows
- Champion continuous learning and adoption of industry best practices within the Customer Success function
Our take
Traditionally in-person stores used a plethora of consultants, accountants and agencies to seek improvements that would boost their bottom line. Now, in the age of internet-enabled commerce, data richness and a totally new customer acquisition landscape has made those services irrelevant.
Instead, startups like Northbeam have emerged to fulfil those roles for the modern age. In particular, Northbeam provides services for eCommerce intelligence. That means applying machine learning and first-party data to drive more efficient and scalable marketing strategies.
Northbeam received substantial funding in 2022 that is being used to expand its machine-learning capabilities, especially since the 2021 Apple iOS updates. These updates made it more difficult for brands to track consumer behavior across the internet and to accurately advertise to the users most likely to buy their products. Machine learning advances will undoubtedly help Northbeam get ahead of this curve.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Aug 2022
$15m
SERIES A
Total funding: $15m
Company HQ
SoMa, San Francisco, CA
Leadership
Austin Harrison
(CEO)Previously helped build the first audience panel for NetRatings which went public in 1999 and Nielsen acquired the last 40% in 2007 for $327M.
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