What are the responsibilities and job description for the Customer Success Manager position at Polar Analytics?

Polar Analytics : The All-in-One Data Platform for Consumer Brands ❄

Polar Analytics simplifies data so brands can make smarter, faster decisions without the complexity of traditional tools. Powerful yet user-friendly, it gives DTC brands the insights they need to scale profitably.

Our mission? To help indie DTC brands compete and grow-faster and more profitably.

What Makes Polar Analytics Unique?

4,000 Brands and Growing

We've scaled to 4,000 active merchants (Jan 2025) and are on track for 10,000 this year.

Cutting-edge tech, Built for Simplicity

We leverage the modern data stack to deliver enterprise-level insights-without the need for a data team.

Backed by World-Class Investors

We've raised $28.5M with Frst, Point9, and Chalfen Ventures, a top-tier B2B SaaS investor known for spotting future unicorns early.

A Team of eCommerce Experts

Our team brings experience from leading eCommerce SaaS platforms, united by a mission to build the next industry leader.

Why this role?

Empower thousands of entrepreneurs, ventures, and marketing agencies to grow their online brands, with a solution they will use daily
Join us at one of the most exciting moments of our history!
Be at the forefront of the DTC ecosystem, get an inside view of the fastest-growing brands, and become a knowledge expert in fast-growing industries like DTC, E-commerce, and Data.

Responsibilities

Onboard customers and make sure they are "healthy" along the customer journey (high touch and low touch approaches depending on the Customer Tier)

Think of strategies to prevent churn (high touch and low touch approaches depending on the Customer Tier)

Set up tool to help us scale current processes (CS platform, build a health score, automatize some manual processes today...)

Help the Care team for level 1 requests. Be able to create tickets and do the first investigation.

Transform problems into scalable solutions, working hand in hand with the Tech and Care team

Act as the voice of the customer, communicating needs or feature requests internally to influence the product roadmap

The job is made for you if...

You love the eCommerce, DTC, and SaaS space

You have a previous B2B SaaS experience as a CSM (at least 2 years), preferably where you saw the team grow as the company scaled

Bachelor or equivalent in business school or engineering

You are data-driven

You have exceptional written and verbal communication

You are passionate and humble, you always love to learn and share

You thrive with ownership and responsibility : you will be responsible to take our Support to the next level!

Our Hiring Process

We believe in a structured, fair, and transparent hiring process. While the steps may vary by role, here's what you can expect :

1. Recruiter Screen (30 mins) : A call with our Head of Talent to talk through your current / past experience and your motivations and Tell you more about Polar Analytics.

2. Role Fit Interview (45 mins) : Here, you'll meet either the Hiring Manager or a team member of a similar level to discuss your ways of working and understand your skillset and ability for the role.

3. Competency Deep Dive (1 hour) : This interview usually consists of a practical element (case study, Presentation, Technical Problem Solving etc) designed to give you a broader understanding of how we drive impact at Polar. This will be with the hiring manager and one other team member.

4. Culture Interview (45 mins) : A conversation with one of our Culture Champions. We assess your team fit based on our values (see below).

We value your time and effort in the application process, and we aim to provide feedback as quickly as possible.

Our Values

No Ego - We work as a team, valuing everyone's input.

Transparency - Honest feedback and open communication drive our growth.

Growth Mindset - We constantly learn, improve, and push for excellence.

Care for Others - We lead with empathy and put our customers first.

Act Like an Owner - We take responsibility and drive the business forward.

Driven by Impact - We focus on delivering real value to our customers.

Company Perks & Benefits :

Choice-First Work Culture - We focus on impact.

5 weeks of vacation

Competitive salary & equity

Latest MacBook

Remote Office Upgrade budget to spend in your first year to ensure you have the best environment possible to work in

Private Health Insurance - Based on your location.

Company-Wide Offsites Every 6 Months - Align on vision and strengthen our team bonds.

Salary : $29

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