Technical Customer Success Manager (CSM) - 33131706279

Job Description

FULL TIME
REMOTE

Position: Technical Customer Success Manager (CSM)
Type of contract: Independent contractor
Working Hours: Must be available between 9 AM - 4 PM Pacific Time (PST/MST preferred)

🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!‼️

About the Company

The company is a marketing intelligence platform designed to enhance profitable growth for eCommerce businesses. It specialises in multi-touch attribution (MTA) and media mix modelling (MMM), leveraging advanced machine learning to provide real-time insights into marketing performance across various channels. The platform helps businesses optimise advertising spend, integrate analytics seamlessly into their operations, and identify effective creative strategies. Northbeam aims to provide accurate data and actionable insights to support data-driven marketing decisions.

Scope of the Role

The Technical Customer Success Manager (CSM) plays a crucial role in ensuring customer satisfaction, driving adoption of the company’s solutions, and maintaining strong relationships with clients. The CSM will serve as the primary point of contact for customers, helping them navigate the platform, optimize usage, and resolve any issues effectively.

Duties and Responsibilities:

• Own and Nurture Customer Relationships – Act as the main contact for clients, building strong, long-term partnerships to ensure satisfaction and retention.
• Collaborate with Media Strategy Teams – Work closely with the MS team to ensure data reviews align with customer priorities and address recent challenges.
• Monitor and Coordinate Support Requests –
• Act as a liaison between customers and internal support teams.
• Serve as the first line of support, resolving straightforward technical and operational problems.
• Proactively track and resolve issues to ensure a seamless customer experience.
• Drive Feature Adoption and Education – Lead customer onboarding, training sessions, and ongoing education to drive feature adoption and best practices.
• Advocate for Customer Success – Work cross-functionally with internal teams (e.g., product, sales, support) to champion customer needs and influence product improvements.

Requirements

• Strong communication skills with the ability to engage stakeholders at all levels (media buyers, developers, CMO, CEO, etc.).
• Highly detail-oriented with excellent organizational and time-management skills.
• Experience managing a busy book of business while maintaining proactive customer engagement.
• Technical aptitude to understand and troubleshoot platform issues.