Customer Success Manager, Polar Analytics
+ Equity
Multi-channel analytics software
Open for applications
Multi-channel analytics software
21-100 employees
Open for applications
+ Equity
21-100 employees
Company mission
To empower the indie DTC brands world wide to grow faster and more profitably!
Role
Who you are
- 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
What the job involves
- Our team brings experience from leading eCommerce SaaS platforms, united by a mission to build the next industry leader
- 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
- 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 optimisation: Help build scalable CS practices as we grow, contributing to playbooks and best practices that will support our expanding enterprise customer base
Application 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)
- We value your time and effort in the application process, and we aim to provide feedback as quickly as possible
Our take
In order for independent brands to grow within the digital market, marketing teams must rely on efficient analysis of eCommerce data, so they are able to compete against major enterprises. Polar Analytics has developed a data centralising platform that enables Shopify marketers to integrate and analyse complex data into one easy-to-use interface.
With a range of subscription-based offerings, the company is trusted by over 1,700+ Shopify brands, including Hero Cosmetics, Soko Glam, and AYBL. Its comprehensive dashboard enables brands to make quick decisions, fuelled by actionable marketing insights delivered by its full-stack business intelligence solution.
The Kima Ventures-backed company remains focused on further application development and expanding its workforce. Though the company’s platform integrates solely within the Shopify ecosystem, it is looking to expand its reach to encompass all eCommerce CMS's on the market. With this, Polar Analytics has plenty of growth opportunities as it continues to expand on a global scale.
Freddie
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 3 rounds)
Nov 2024
$19.2m
SERIES A
Jul 2023
$9m
SERIES A
Total funding: $29.6m
Company benefits
- Work Where You Thrive: We believe in Choice First working—your results matter more than your location. Work from anywhere, in a way that fits your life
- Trust, Transparency & Ownership: Our culture is built on empowerment—we give you the context and trust to take full ownership of your work. No micromanagement. Just impact
- Make a Real Difference: At Polar, your work fuels the success of thousands of eCommerce brands. You’ll build, experiment, and scale with a team that’s redefining data for the next generation of retail
Company HQ
Passy, Paris, France
Leadership
David Dokes
(Co-Founder & CEO)Previously Founded The Growth Team and The Family - London Collective. They also spent 3 years at Turo in a number of roles, including PM and Growth Lead.
Charbel Seif
(Co-Founder & CTO)Previously a Data Scientist at Airbnb and Warner Bros. Entertainment, and a Growth Engineer at Turo.
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