Strategic CSM

Polar Analytics ?❄️; Toronto; Remote; CAD 90,000 - 130,000; Full time

Job summary

Polar Analytics is seeking a Customer Success leader to manage strategic accounts in a fast-growing, data-driven SaaS environment. You will own the end-to-end customer journey from onboarding to renewal, collaborating with founders, CMOs, CFOs, and growth teams to maximize ROAS and retention.

You will work with a remote-first team, communicating across Shopify, Amazon, Klaviyo, Snowflake, and other platforms.

Qualifications

• 3–5+ years in Customer Success at a B2B SaaS company.
• Experience with eCommerce brands is a huge plus.
• Comfortable with executives; experience presenting to C-level is valuable.
• Able to read API docs and discuss integrations with tech teams.
• Experience with MCP, AI workflows, or dbt is a bonus.

Responsibilities

• Own a portfolio of strategic accounts end-to-end—from onboarding to renewal and expansion.
• Lead implementation as a project with multiple stakeholders and data connectors.
• Document success criteria before kickoff and track progress against them.
• Build executive relationships and run QBRs to shift client thinking.
• Guide technical conversations about stacks, connectors, and attribution models.

Skills

Customer Success

B2B SaaS

eCommerce experience

Executive-facing

Job description

Who We Are

Polar is the complete data platform for omnichannel commerce. We connect every data source a brand runs on - Shopify, Amazon, NetSuite, Meta, Google, Klaviyo - into a single Snowflake warehouse, layer a commerce semantic layer on top, then add AI so operators can ask questions, get answers, and automate workflows without writing SQL.
Our founders came from Turo and Airbnb in Silicon Valley. They built data platforms at scale and wanted to bring that level of sophistication to fast-growing commerce brands. We support 4,000+ merchants, and zero direct competition with a better solution. We serve brands like Quadlock, gorjana, Joseph Joseph, and ARMRA Colostrum.
We shipped MCP integrations with Claude and ChatGPT, AI automations, and an AI Data Engineer that builds connectors on demand. Our positioning: the data layer to build agent workflows for commerce. Customers tell us things like "this is a dream come true - it feels like the first time they showed me Shopify".

How We Operate

Customer Obsession. Every decision starts with: does this make our users' lives better? If the answer isn't clear, go talk to a customer before you build anything.

Own the Number. Every metric has an owner. If it's yours, know it cold - the trend, the why, the plan. Don't wait for someone to ask. If it's off track, you should be the first to say so.

Raise the Pace. Always ask: what would it take to do this in half the time? Speed is our edge. We try 100 things while the competitor tries one.

Don't Fail Silently. If it's broken, say it. If you're stuck, raise your hand. Hiding problems is the one thing that will actually get you in trouble.

Here to Win, Not to Be Right. Quiet ego, loud standards. Don't fight to be right - fight to win together. Be ruthless on quality, never rude about it.

Optimize for Polar, Not Your Function. "Not my scope" doesn't exist here. If it makes us win, it's your scope.

We're a remote-first team that runs daily standups, ships weekly, and holds ourselves to a standard most companies talk about but don't enforce. We're transitioning from founder-led intensity to systematic company intensity - which means we need people who can maintain the pace autonomously, not just when someone's watching.

What You Will Do

You'll be the strategic layer between our product and the merchants who depend on it — working directly with founders, CMOs, CFOs, and growth operators who think in ROAS, LTV, contribution margin, and retention.

This isn't a support role. You'll:

• Own a portfolio of strategic accounts end-to-end from onboarding to successful renewal and expansion
• Run implementation like a project, not a handoff. Complex accounts mean multiple stakeholders, data validation, and connector work across a dozen-plus sources. You own the plan, the owners, the dates, and a defined go-live
• Capture success criteria in writing before kickoff — what business question the brand is trying to answer, what decision changes because of Polar, what month three looks like — then hold both sides to it
• Build relationships at the exec level and run QBRs that change how brands think about their data, not just review dashboards
• Own the technical conversation consultatively — scope the stack, advise on connector coverage and attribution model choice, explain how the pixel and semantic layer work, and know when to pull in Solution Engineering instead of guessing
• Read the account like an analyst: use adoption and usage signals to forecast renewal and flag risk early with a specific hypothesis, not a gut feel
• Spot expansion opportunities before anyone asks and close them alongside Sales
• Drive adoption of new capabilities. We ship weekly. You'll know what's launching, decide which accounts it matters to, and run the upgrade conversation
• Lead the AI conversation with your accounts. Most brands know they should be doing something with AI and have no idea what. You'll show them concretely - MCP against their own warehouse, agents running a workflow they currently do by hand, the AI Data Engineer standing up a connector in an afternoon - and you'll be able to do it because you already work that way yourself
• Turn customer problems into product improvements — your field insights shape our roadmap
• Push back on customers professionally when they need a better path, not just validation

We move quickly, optimize for outcomes over activity, and trust you to make the call without hand-holding.

What You Bring

You've spent 3-5+ years in Customer Success at a B2B SaaS company, ideally one serving eCommerce brands. You understand what a drop in ROAS actually means. You think in revenue and retention, not tickets and NPS scores.

eCommerce experience is a huge plus. If you've worked at a DTC brand, agency-side for Shopify brands, or sold into them, you'll be credible in week one instead of month three. Ex-DTC operators and ex-consultants who moved into SaaS tend to do exceptionally well here.

You're comfortable with executives. Demonstrable experience working with and presenting to C-level — you can hold a room with a CFO in it, disagree with a founder productively, and be the person they call before a board meeting.

You're technical enough to be dangerous. You don't need to write production code, but you should be able to read API documentation, understand authentication and rate limits, reason about why a data sync broke, and tell a connector problem apart from a modeling problem. You'll be working across the stack our customers actually run: from Shopify, Amazon and TikTok to Meta, Google, Snapchat, Klaviyo, Snowflake and more.

Plus the Polar MCP and our AI Data Engineer, which reads a tool's API docs and builds a connector on demand. SQL, dbt, or prior exposure to MCP and LLM workflows is a bonus, not a requirement.

You already use AI to do your own job, and you can prove it. This one is non-negotiable. We sell agent workflows for commerce — you cannot credibly get a CMO excited about MCP and AI automations if you're still writing your QBR decks from scratch. We're looking for someone who has genuinely restructured how they work: agents handling account research and call prep, skills or custom instructions encoding your own playbooks so you don't rewrite them every time, MCP or API connections pulling live data into your workflow instead of you exporting CSVs. You should be able to walk us through a specific workflow you automated, what it cost you before, and what broke the first time you tried. "I use ChatGPT to tidy up emails" is not what we mean.

You have an analytics background or real financial acumen. You can open a dataset and form a point of view, spot when a number looks wrong, and explain a margin or LTV calculation to someone who's about to act on it.

You default to a plan. An owner and a date, every time. No certification needed — the behavior is what matters.

You're entrepreneurial. Our strategic motion is still being built. You'll be handed problems, not process, and you'll build the process on your way through.

YOU'LL THRIVE HERE IF

• You've joined a team where the playbook didn't exist yet and you wrote a version of it rather than waiting for one
• A question with no clear owner reads to you as an opening, not a blocker
• You're comfortable saying "I don't know yet, here's how I'll find out" — to your manager and to a customer
• You'd rather ship a rough onboarding plan this week and fix it next week than perfect it for a month
• Priorities shifting mid-quarter is something you expect and re-plan around, not something that derails you
• When a new model or tool ships, your first instinct is to point it at something in your own workflow that same week — not to wait for an enablement session

This is probably not the right fit if you need a mature playbook, stable account assignments, and clear escalation paths to do your best work. Those are reasonable things to want. We're not there yet, and we'd rather say so now than surprise you in month two.

How we hire

We believe the best people want to go through a demanding process. We've learned the hard way that great interviewers aren't always great operators - so our process is designed to see how you think, not how you present.

• Motivation screen - A quick call to understand what drives you and whether there's mutual fit
• Live case study - A real scenario where you work through a problem in real time. No prep decks, no take-homes. We want to see how you actually operate
• Leadership conversations - Meet the team, understand the culture, make sure this is somewhere you want to build

Our hiring bar: if this person started a company, would we want to join them?