Customer Success Manager

Posted May 5

Polar Analytics is a Full-Stack Business Intelligence Solution for Consumer Brands. A powerful, yet simple solution for business users to get the insights they need to succeed and make the right decisions.

Our mission is to empower indie DTC brands worldwide to grow faster and more profitably!

What's Unique About Polar Analytics? 💎

  • Traction - We've grown to over 2,000 + active merchants as of June 2023, and we're on track to reach 5,000 this year.
  • Tech & Product - We leverage the latest advancements of the modern data stack and make it user-friendly to non-technical users.
  • Funding Strategy - We're backed by Point9, an exceptional B2B SaaS investor that's renowned for finding Unicorns at an early stage.
  • Team - We're a collective of experienced individuals from leading eCommerce SaaS platforms and are on a mission to become the next unicorn.

Why this role?

  1. Empower thousands of entrepreneurs, ventures, and marketing agencies to grow their online brands, with a solution they will use daily
  2. Join us at one of the most exciting moments of our history!
  3. 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

  • You are the second CSM in the US: a lot of opportunities in the future for you 🙂
  • 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 follow a structured hiring process to ensure fairness and transparency. Our process may vary depending on the role, but this is what you can expect after you apply:

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

2. Technical Fit (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. Technical 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're all about teamwork and valuing everyone's input.
  • Transparency 🪞 - Honesty, feedback, and open communication are cornerstones of our growth.
  • Growth Mindset 🚀 - We're always learning, improving, and striving for excellence.
  • Care for others 💜 - We're empathetic, customer-centric, and proactive in helping others.
  • Act Like the Owner 🔑 - We take responsibility and ownership to drive the success of our business.
  • Driven by Impact 🎯 - We focus on delivering value to our customers and stakeholders.

Company Perks & Benefits:

  • 🌎 Choice-first organisation with a culture built around impact rather than hours
  • 🏖 5 weeks of vacation
  • 💰 Competitive salary & equity (our compensation philosophy targets 60th - 80th percentile in the top 3 European tech markets)
  • 💻 Latest MacBook Pro or equivalent
  • 🏡 Remote Office Upgrade budget to spend in your first year to ensure you have the best environment possible to work in
  • 🩺 Complimentary private health insurance (we use Alan)
  • 😍 Every 6 months we organize a company-wide offsite to discuss where we're going and strengthen the social bonds