Customer Success Manager

Job Description

Job Description

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.

🤖 Disrupting a Stale Analytics Market

Polar is revolutionizing the Shopify analytics space with modern data infrastructure built for agentic orchestration—positioning us at the forefront of AI-driven commerce automation.

💰 Backed by World-Class Investors

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

👥 A Team of eCommerce & Data Experts

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

Why this role?

Drive enterprise growth : Own strategic relationships with our highest-value clients, directly impacting company revenue and expansion targets

Shape the future of e-commerce analytics : 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

Become an e-commerce expert : 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

Own your impact : In a lean, high-performing team, your work directly influences customer lifetime value, retention rates, and company growth trajectory

What's the Scope?

Full lifecycle ownership : Own the complete customer journey from implementation through renewal for your entire enterprise portfolio (12k+ ARR accounts), ensuring seamless transitions and maximum value realisation

Strategic onboarding leadership : Lead complex enterprise implementations, working closely with solutions engineers to ensure technical success while focusing on adoption strategies and relationship building

Revenue expansion : Proactively identify and execute expansion opportunities within your portfolio, leveraging product knowledge to upgrade clients to higher-tier plans and new feature sets

Enterprise relationship management : Foster deep, strategic relationships with demanding enterprise clients, managing expectations and serving as their primary advocate within Polar

Retention and renewal strategy : Develop and execute sophisticated retention strategies using both high-touch and low-touch approaches, preventing churn through proactive health monitoring and intervention

Cross-functional collaboration : Partner with support on escalated issues, create tickets, conduct initial investigations, and transform customer problems into scalable solutions with Tech and Product teams

Voice of the customer : Translate enterprise customer needs and feature requests into actionable product roadmap influence, ensuring our platform evolves to meet market demands

Process optimi s ation : Help build scalable CS practices as we grow, contributing to playbooks and best practices that will support our expanding enterprise customer base

This job is made for you if you have :

Enterprise CS expertise : You have 3+ years of B2B SaaS Customer Success experience, specifically with enterprise accounts, ideally in companies that scaled from startup to growth stage

E-commerce / data fluency : 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

Full lifecycle mastery : You've owned the complete customer journey from implementation through renewal, with proven success in expansion and upsell motions

Sales acumen : You have experience or a strong aptitude for revenue-generating activities, are comfortable with expansion conversations and quota-carrying responsibilities

A high-performance mindset : You thrive in fast-paced environments with sophisticated enterprise clients who have high expectations and complex requirements

Technical communication : You can translate complex technical concepts into business value and aren't intimidated by data, APIs, or technical integration discussions

Startup mentality : You're comfortable with ambiguity, rapid change, and wearing multiple hats in a dynamic team environment where innovation happens quickly

Ownership mindset : You take full accountability for your book of business and proactively solve problems rather than waiting for direction

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 (20 mins) :  A call to talk through your current / past experience and your motivations and tell you more about Polar Analytics.

2. Role Fit Interview (30 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 (30 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.

Two non-negotiable values :

We want to be a 10x startup - starts with everyone having 10x impact

The superceding principle. Prioritize actions with the highest expected impact. If it does not move the needle, do not do it.

Customer obsession - exists only to help users.

We exist to create value for brands and users. Never ship or act in ways that harm them. Every initiative must clearly increase user value or remove friction to realizing value.

Some operating principles

The only way to win is to move fast

Try 100 things vs the competitor’s one attempt

Action precedes information

Every person and every system improves each week.

Growth is compounding.

Hold a weekly retro and a weekly forward plan.

Be ruthless on standards, never rude in delivery.

Disagree directly, commit fully once a decision is made.

We are here to win, not to be right, or to do what we wish

Do what it takes to win. “Not my scope” is not an excuse. Do what makes us win, not what we feel like doing.

Set goals you believe in, then hit them. If at risk, reforecast early with a plan to close gaps.

Behaviors we do not tolerate

Low or no impact.

Lack of desire to win.

Accepting passive failure.

Actions that harm users or sacrifice long‑term user value.

Politics and “winning the argument” over winning the market.