Customer Success Manager

Location: Dublin, OH, Southborough, MA or Remote

Sproutward is a fast-growing startup SaaS company with the mission to help Direct-to-Consumer (DTC) e-commerce companies grow by providing them with enterprise-grade business intelligence. Polaric by Sproutward is a SaaS solution that automates the collection, transformation, and analytics of data from a myriad of marketing platforms and business systems that our customers use to run their business. 

Because our customers’ success is core to Sproutward’s mission, our Customer Success team is both highly strategic and essential to what we do day-to-day as a company. In this role, you will become an expert on Sproutward’s product, e-commerce business drivers, and building and growing awesome customer relationships. And our customers are leading modern brands including Hanna Andersson, Converse, and Pat McGrath Labs. Sproutward’s rapid growth offers our employees accelerated career growth relative to other companies as well as competitive compensation and equity options.

What You’ll Do

  • Manage software implementations with our customers
  • Train users on how to use Polaric’s various standard and custom dashboards and query the data for additional insights
  • Develop and grow customer relationships in order to achieve exceptional customer satisfaction and results  
  • Track customer adoption and proactively develop strategies to increase usage of our product and value achieved
  • Manage and resolve customer support tickets by responding to customer requests, prioritizing issues, and working internally within Sproutward to solve problems 
  • Create tools and content to help streamline implementation and support processes and provide the best possible customer experiences
  • Capture customer suggestions for new product enhancements and bring them back to our Product team

What You’ll Bring:

We’re more interested in what you can do than what you’ve done; however, the best candidates for this role will have the following interests, passions, and skills:

  • Bachelor’s Degree is required
  • 1-3 years of experience in Customer Success, Consulting or Account Management 
  • Interest or experience in B2B SaaS, B2B consulting, and/or E-commerce is a plus
  • Project management experience is a plus
  • Proficiency in working with data and/or business analytics
  • Ability to multi-task, prioritize, and manage time effectively
  • Demonstrated excellence in written and verbal communication
  • Proficiency in teaching/explaining in any setting (business or other)
  • Ability to think critically and creatively solve problems in a fast-paced environment
  • Eagerness to learn and be part of a thriving team
  • It’s easy for you to build and maintain positive relationships
  • Motivation to take initiative as a self-starter who is hungry to learn
  • A strong team player that works well with others

About Sproutward

Our vision is to help every small medium-sized D2C business thrive by delivering enterprise grade e-commerce intelligence through our SaaS solution – Polaric by Sproutward. Come join our team and bring this vision to life. 

Interested candidates should send their resumes to