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Customer Success Manager - Doral, United States - Polar Analytics
Description
Job DescriptionJob Description
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 profitablyWhat's Unique About Polar Analytics?
Traction
Empower thousands of entrepreneurs, ventures, and marketing agencies to grow their online brands, with a solution they will use daily
Join us at one of the most exciting moments of our history
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.
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.
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.
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.
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.
No Ego
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
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