Strategic Customer Success Manager, Enterprise
Smarsh
Director of Customer Success
Northbeam
full-time
Posted on:
Location Type: Hybrid
Location: Los Angeles • California • 🇺🇸 United States
Visit company websiteSalary
💰 $160,000 - $185,000 per year
Job Level
Lead
About the role
- 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.
- 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 Sales, Media Strategy, Product, and Engineering 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 escalations.
- 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.
Requirements
- 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.
- 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).
- Bonus: 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.
Benefits
- Equity package
- Comprehensive healthcare benefits (medical, dental, and vision)
- 401(k) plan
- Flexible PTO policy
- 12 company-paid holidays
- 12 weeks of paid parental leave
- $500 work-from-home stipend
- Remote-friendly company with offices in San Francisco and Los Angeles
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementpeople managementstrategic thinkingoperational executioncustomer analyticsdata-driven decision makingonboardingproduct adoptioncustomer health trackingvalue realization
Soft skills
mentorshipcoachingperformance managementinterpersonal communicationexecutive-level relationship managementteam leadershipinfluencecollaborationcontinuous learningadvocacy
