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Strategic CSM

Polar AnalyticsNew YorkRevenue
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
11 Mar 2026
Status
Open · checked 7d ago

About this role

Polar Analytics is hiring a Strategic CSM for a remote position based out of New York. This role acts as the critical link between the omnichannel commerce data platform and high-growth merchant accounts, making it a great fit for an experienced customer success professional with strong technical and analytical skills.

Role Overview

As a Strategic Customer Success Manager, you will serve as the strategic bridge between the Polar Analytics product and the merchants who rely on it. Working directly with founders, CMOs, CFOs, and growth operators, you will own a portfolio of strategic accounts from onboarding to renewal and expansion. This position goes beyond traditional support; you will manage complex implementations, establish clear business success criteria, lead executive relationships, and consult on technical integrations. You will also champion AI adoption, helping merchants utilize advanced tools like Model Context Protocol (MCP) and custom workflows to optimize their data.

Key Responsibilities

Own strategic accounts end-to-end, steering onboarding, retention, renewal, and growth metrics.
Run implementations like structured projects, coordinating data validation and connector work across multiple data sources.
Define and document clear success criteria before kickoff, establishing business questions and expected milestones.
Build executive-level relationships, conducting quarterly business reviews (QBRs) focused on data-driven insights and strategic growth.
Guide technical conversations around the data stack, connector coverage, attribution models, and semantic layers.
Monitor account usage data as an analyst to spot renewal risks, forecast outcomes, and flag issues proactively.
Identify expansion opportunities early and close them alongside the sales team.
Drive the adoption of weekly product updates and lead conversations around AI capabilities, MCP integrations, and automated workflows.
Transform customer friction points into actionable product improvements that shape the company roadmap.

Requirements

3-5+ years of experience in Customer Success at a B2B SaaS company, preferably working with eCommerce, DTC brands, or agency-side Shopify environments.
Demonstrable experience presenting to and consulting with C-level executives like CFOs and founders.
Technical aptitude sufficient to read API documentation, comprehend authentication and rate limits, and distinguish between connector and modeling problems.
Documented proof of using AI daily to automate your own professional workflows, research, and call preparations.
Strong analytics background or financial acumen with the ability to interpret datasets, spot irregularities, and explain margins or LTV calculations.
Entrepreneurial mindset with a high comfort level building processes from scratch in a fast-paced environment.

Nice to Have

Experience with SQL, dbt, or prior exposure to LLM and MCP workflows.

Skills and Tools

SQL
LLM
Snowflake
dbt
Shopify, Amazon, NetSuite, Meta, Google, Klaviyo integrations
MCP workflows

About the Company

Polar Analytics provides the complete data platform for omnichannel commerce, connecting brands' data sources into a single Snowflake warehouse with a commerce semantic layer and AI capabilities. Founded by veterans from Turo and Airbnb, the company supports over 4,000 merchants including major brands like Quadlock, gorjana, Joseph Joseph, and ARMRA Colostrum. The remote-first team operates on core principles centered around customer obsession, owning metrics, raising the pace, transparency, and prioritizing company-wide success.

How to Apply

To apply for this position, please visit the official Polar Analytics careers page and submit your application.

Skills and tech stack

SQLLLMSnowflakedbt

Questions candidates ask

Is this a remote position?

Yes, this is a remote-first role based out of New York.

What level of experience is required for this role?

The company requires 3-5+ years of Customer Success experience at a B2B SaaS company, ideally within the eCommerce space.

Do I need to know how to write production code?

No, you do not need to write production code, but you must be technical enough to read API documentation, reason about data sync issues, and guide technical conversations.

What is the interview process like?

The hiring process consists of a motivation screen, a live case study where you work through a real scenario in real time, and leadership conversations with the team.

Is AI experience required?

Yes, candidates must already use AI tools and automated workflows in their daily professional life and be able to demonstrate it.

Ready to apply?

The application is on the official Polar Analytics careers page.

Apply on company site