Customer Success Manager

Summary

Join Polar Analytics, a rapidly growing data platform for consumer brands, as a Customer Success Manager. You will play a crucial role in onboarding customers, preventing churn, and improving support processes. This position requires experience in B2B SaaS, data-driven decision-making, and excellent communication skills. You will work closely with the tech and care teams to develop scalable solutions and influence the product roadmap. Polar Analytics offers a competitive salary, equity, remote work options, and a supportive team environment. Be at the forefront of the DTC ecosystem and help thousands of entrepreneurs grow their online brands.

Requirements

• Have a previous B2B SaaS experience as a CSM (at least 2 years), preferably where you saw the team grow as the company scaled
• Have a Bachelor or equivalent in business school or engineering
• Be data-driven
• Have exceptional written and verbal communication skills

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

Preferred Qualifications

• Love the eCommerce, DTC, and SaaS space
• Be passionate and humble, always love to learn and share
• Thrive with ownership and responsibility

Benefits

• Choice-First Work Culture
• 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