Customer Success Manager

**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).

**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.