Polar Analytics is looking for a Customer Success Manager to act as the strategic layer between our product and the merchants who depend on it. You’ll work directly with CMOs, growth marketers, and operators, owning a portfolio of accounts from onboarding to renewal. This is not a support role; you will drive real business impact.
What You'll Do
- Own a portfolio of 50-70 accounts end-to-end, managing onboarding, adoption, expansion, and renewal.
- Run Quarterly Business Reviews (QBRs) that change how brands think about their data, beyond just reviewing dashboards.
- Spot and close expansion opportunities proactively, working alongside the Sales team.
- Turn customer problems into product improvements—your field insights will shape our roadmap.
- Push back on customers professionally when they need a better path, not just validation.
- Onboard new merchants hands-on and ensure they graduate to full product fluency.
What We're Looking For
- 3-5+ years in Customer Success at a B2B SaaS company.
- Experience managing high account volumes.
- A mindset focused on revenue and retention, not just tickets and NPS scores.
Nice to Have
- Experience serving eCommerce brands.
- Familiarity with the Shopify ecosystem.
- Background as an ex-DTC operator or ex-consultant who moved into SaaS.
Team & Environment
We are building a 10x startup, starting with everyone having 10x impact. We are customer-obsessed, fast-moving, and believe every person and system should improve each week. We are ruthless on standards but never rude in delivery, and we are here to win, not to be right.
