Senior Customer Success Manager, Northbeam
$115-156k
OTE
$100-130k
BASE
+ Equity
More information about location
3 days a week in office
Marketing intelligence platform
Be an early applicant
Marketing intelligence platform
21-100 employees
Be an early applicant
$115-156k
OTE
$100-130k
BASE
+ Equity
More information about location
3 days a week in office
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
- 3-5+ 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
Desirable
- Experience in a marketing or marketing-tech related capacity
- Understanding of ad buying and tracking concepts, including campaigns, ad platforms, UTMs, etc
- Experience working in Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc
What the job involves
- As a Senior Customer Success Manager at Northbeam, you will play a critical role in facilitating and coordinating support for Northbeam’s enterprise customer base to improve retention and minimize customer churn
- You will own a book of business and work closely with the Media Strategy team to ensure the Northbeam product is delivering outstanding value and insights for customers
- Provide setup support for early stage customers, and 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’s Product and Customer Success teams to push forward tools and system initiatives to improve the customer experience
Application process
- The interview process varies by role but typically begins with a 30-minute interview with a Northbeam recruiter, followed by a video interview with the hiring manager
- Next, candidates complete a role-specific video interview followed by video or onsite interviews with several team members
- The final step is a video interview with our CEO/Co-founder
- The entire interview process is usually 5-7 interviews total and requires around 5-8 hours of your time
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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