Customer Success Manager
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<div style="text-align:left"><img style="max-width:100%" src="https://app.ashbyhq.com/api/images/user-content/d02e4047-6a2a-439b-8c90-d6c8bc2a35f9/7964b1d7-0238-4b5e-9fcb-c45d6c6643bb/Big%20Polar.png"></div><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>Polar Analytics: The All-in-One Data Platform for Consumer Brands 🐻❄️</strong></p><p style="min-height:1.5em"></p><p style="min-height:1.5em">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.<br></p><p style="min-height:1.5em">🚀 Our mission? To help indie DTC brands compete and grow—faster and more profitably.</p><p style="min-height:1.5em"></p><h2><strong>What Makes Polar Analytics Unique? 💎</strong></h2><p style="min-height:1.5em"></p><p style="min-height:1.5em">🔥 <strong>4,000+ Brands and Growing</strong></p><p style="min-height:1.5em">We’ve scaled to 4,000+ active merchants (Jan 2025) and are on track for 10,000+ this year.</p><p style="min-height:1.5em"><br>💡 <strong>Cutting-edge tech, Built for Simplicity</strong></p><p style="min-height:1.5em">We leverage the modern data stack to deliver enterprise-level insights—without the need for a data team.</p><p style="min-height:1.5em"><br>💰 <strong>Backed by World-Class Investors</strong></p><p style="min-height:1.5em">We’ve raised $28.5M with Frst, Point9, and Chalfen Ventures, a top-tier B2B SaaS investor known for spotting future unicorns early.</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">👥 <strong>A Team of eCommerce Experts</strong></p><p style="min-height:1.5em">Our team brings experience from leading eCommerce SaaS platforms, united by a mission to build the next industry leader.</p><p style="min-height:1.5em"><strong>Why this role?</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Drive enterprise growth</strong>: Own strategic relationships with our highest-value clients, directly impacting company revenue and expansion targets</p></li><li><p style="min-height:1.5em"><strong>Shape the future of e-commerce analytics</strong>: Join us at a pivotal moment as we transition to an enterprise-focused service model, with significant opportunities for career advancement as our second US-based CSM</p></li><li><p style="min-height:1.5em"><strong>Become an e-commerce expert</strong>: Get exclusive access to the strategies and data of the fastest-growing DTC brands, building deep expertise in a $24B+ industry while helping shape product development</p></li><li><p style="min-height:1.5em"><strong>Own your impact</strong>: In a lean, high-performing team, your work directly influences customer lifetime value, retention rates, and company growth trajectory</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>What's the Scope?</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Full lifecycle ownership</strong>: Own the complete customer journey from implementation through renewal for your entire enterprise portfolio (12k+ ARR accounts), ensuring seamless transitions and maximum value realisation</p></li><li><p style="min-height:1.5em"><strong>Strategic onboarding leadership</strong>: Lead complex enterprise implementations, working closely with solutions engineers to ensure technical success while focusing on adoption strategies and relationship building</p></li><li><p style="min-height:1.5em"><strong>Revenue expansion</strong>: Proactively identify and execute expansion opportunities within your portfolio, leveraging product knowledge to upgrade clients to higher-tier plans and new feature sets</p></li><li><p style="min-height:1.5em"><strong>Enterprise relationship management</strong>: Foster deep, strategic relationships with demanding enterprise clients, managing expectations and serving as their primary advocate within Polar</p></li><li><p style="min-height:1.5em"><strong>Retention and renewal strategy</strong>: Develop and execute sophisticated retention strategies using both high-touch and low-touch approaches, preventing churn through proactive health monitoring and intervention</p></li><li><p style="min-height:1.5em"><strong>Cross-functional collaboration</strong>: Partner with support on escalated issues, create tickets, conduct initial investigations, and transform customer problems into scalable solutions with Tech and Product teams</p></li><li><p style="min-height:1.5em"><strong>Voice of the customer</strong>: Translate enterprise customer needs and feature requests into actionable product roadmap influence, ensuring our platform evolves to meet market demands </p></li><li><p style="min-height:1.5em"><strong>Process optimi</strong>s<strong>ation</strong>: Help build scalable CS practices as we grow, contributing to playbooks and best practices that will support our expanding enterprise customer base</p></li></ul><p style="min-height:1.5em"></p><p style="min-height:1.5em"><strong>This job is made for you if you have:</strong></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Enterprise CS expertise</strong>: You have 3+ years of B2B SaaS Customer Success experience, specifically with enterprise accounts, ideally in companies that scaled from startup to growth stage</p></li><li><p style="min-height:1.5em"><strong>E-commerce/data fluency</strong>: You have experience with e-commerce adjacent software, analytics platforms, or data-driven SaaS products, enabling you to quickly understand technical concepts and speak our clients' language</p></li><li><p style="min-height:1.5em"><strong>Full lifecycle mastery</strong>: You've owned the complete customer journey from implementation through renewal, with proven success in expansion and upsell motions </p></li><li><p style="min-height:1.5em"><strong>Sales acumen</strong>: You have experience or a strong aptitude for revenue-generating activities, are comfortable with expansion conversations and quota-carrying responsibilities</p></li><li><p style="min-height:1.5em"><strong>A high-performance mindset</strong>: You thrive in fast-paced environments with sophisticated enterprise clients who have high expectations and complex requirements</p></li><li><p style="min-height:1.5em"><strong>Technical communication</strong>: You can translate complex technical concepts into business value and aren't intimidated by data, APIs, or technical integration discussions</p></li><li><p style="min-height:1.5em"><strong>Startup mentality</strong>: You're comfortable with ambiguity, rapid change, and wearing multiple hats in a dynamic team environment where innovation happens quickly</p></li><li><p style="min-height:1.5em"><strong>Ownership mindset</strong>: You take full accountability for your book of business and proactively solve problems rather than waiting for direction</p></li></ul><h1>Our Hiring Process 📝</h1><p style="min-height:1.5em"><br>We believe in a structured, fair, and transparent hiring process. While the steps may vary by role, here’s what you can expect:</p><p style="min-height:1.5em"></p><p style="min-height:1.5em">1. <strong>Recruiter Screen (30 mins):</strong> A call with our Head of Talent to talk through your current/past experience and your motivations and Tell you more about Polar Analytics.</p><p style="min-height:1.5em">2. <strong>Role Fit Interview (45 mins):</strong> 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. </p><p style="min-height:1.5em">3. <strong>Competency Deep Dive (1 hour):</strong> 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.</p><p style="min-height:1.5em">4. <strong>Culture Interview (45 mins):</strong> A conversation with one of our Culture Champions. We assess your team fit based on our values (see below).</p><p style="min-height:1.5em"><br> We value your time and effort in the application process, and we aim to provide feedback as quickly as possible.</p><p style="min-height:1.5em"></p><h1><strong>Our Values 🌟</strong><br></h1><ul style="min-height:1.5em"><li><p style="min-height:1.5em">🤝 <strong>No Ego</strong> – We work as a team, valuing everyone’s input.</p></li><li><p style="min-height:1.5em">🪞 <strong>Transparency</strong> – Honest feedback and open communication drive our growth.</p></li><li><p style="min-height:1.5em">🚀 <strong>Growth Mindset</strong> – We constantly learn, improve, and push for excellence.</p></li><li><p style="min-height:1.5em">💜 <strong>Care for Others</strong> – We lead with empathy and put our customers first.</p></li><li><p style="min-height:1.5em">🔑 <strong>Act Like an Owner</strong> – We take responsibility and drive the business forward.</p></li><li><p style="min-height:1.5em">🎯 <strong>Driven by Impact</strong> – We focus on delivering real value to our customers.</p></li></ul><p style="min-height:1.5em"></p><h1><strong>Company Perks & Benefits:</strong></h1><p style="min-height:1.5em"></p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">🌎 Choice-First Work Culture – We focus on impact.</p></li><li><p style="min-height:1.5em">🏖 5 weeks of vacation</p></li><li><p style="min-height:1.5em">💰 Competitive salary & equity </p></li><li><p style="min-height:1.5em">💻 Latest MacBook</p></li><li><p style="min-height:1.5em">🏡 Remote Office Upgrade budget to spend in your first year to ensure you have the best environment possible to work in</p></li><li><p style="min-height:1.5em">🩺 Private Health Insurance – Based on your location.</p></li><li><p style="min-height:1.5em">😍 Company-Wide Offsites Every 6 Months – Align on vision and strengthen our team bonds.</p></li></ul>