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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success and Account Management, with a strong focus on eCommerce ecosystems and marketing analytics. Proficient in data analysis and technical troubleshooting to enhance customer retention and engagement.
Highest-signal resume keywords
Customer Success ManagementECommerce AnalyticsTechnical SupportData AnalysisProject Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Health TrackingData AnalyticsTroubleshooting IntegrationsManaging Complex Customer RelationshipsAutomating Workflows
Soft Skills
Excellent CommunicationCross-Functional CoordinationTrusted Advisor
Tools & Technologies
HubSpotFacebook Ads ManagerGoogle AnalyticsTikTok Seller CenterCRM Tools
Industry Keywords
SaaSB2B SoftwareEnterprise CustomersOnboarding SupportCustomer Retention
About the role
Key responsibilities & impact- Facilitate and coordinate support for Northbeam’s enterprise customer base to improve retention and minimize churn
- Own a book of business and work closely with the Media Strategy team to deliver product value and insights
- Help customers integrate Northbeam’s analytics product into their eCommerce infrastructure and troubleshoot challenges
- Provide setup support for early-stage customers and eCommerce growth insights for fully onboarded customers
- Coordinate internal stakeholders for post-onboarding support, ticket management, and product feedback
- Help prepare recurring customer data reviews and follow up on deliverables such as conversion lag reports
- Serve as the first line of support for technical issues through support tickets and Slack
- Investigate account health issues and customer usage data using internal tracking tools
- Identify at-risk customers, monitor churn, and drive timely interventions
- Improve and automate customer health tracking and engagement
- Collaborate with Product, Engineering, and Media Strategy teams to resolve bugs and technical issues
- Influence Product and Customer Success teams on tools and system initiatives that improve customer experience
Requirements
What you’ll need- Bachelor’s degree in Business, Marketing, Information Systems, Analytics, or a related field
- 3+ years of experience in Customer Success, Account Management, or Technical Support, preferably supporting enterprise or eCommerce customers
- Experience in SaaS B2B software companies
- Strong understanding of eCommerce ecosystems and marketing analytics, including familiarity with Facebook Ads Manager, Google Analytics, TikTok Seller Center, etc.
- Technical aptitude and comfort with troubleshooting integrations and product configurations
- Ability to partner closely with Onboarding and Support on bugs and technical issues
- Experience owning a book of business and managing complex customer relationships
- Proven ability to identify customer health risks, analyze usage data, and proactively drive retention and expansion efforts
- Excellent communication skills, with the ability to explain technical concepts to non-technical audiences and guide customers as a trusted advisor
- Data-driven mindset with a desire to improve processes, automate workflows, and scale customer engagement
- Strong project management and cross-functional coordination skills, with the ability to align Product, Engineering, and Media Strategy stakeholders
- Comfortable working with HubSpot and other CRM tools
- Proficient in data analytics tools
Benefits
Comp & perks- 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