Remote Customer Success Manager - Ecommerce Data Platform

Salesatstartups; New York, Northern (NY, KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Polar is hiring a Customer Success professional to own 50-70 ecommerce-focused accounts, guiding onboarding, adoption, renewal, and expansion. You will run quarterly business reviews that redefine data value and collaborate with Sales to close expansion opportunities.

You will turn customer feedback into product insights, challenging customers when needed, while ensuring merchants achieve full product fluency and long-term retention.

Qualifications

• 3–5+ years in Customer Success at a B2B SaaS company serving ecommerce brands.
• Understanding of ROAS, LTV, and retention metrics.
• Experience handling high account volumes and revenue-focused thinking.
• Shopify ecosystem familiarity is a strong plus.

Responsibilities

• Own a portfolio of 50-70 accounts end-to-end (onboarding → renewal).
• Run QBRs to change how brands think about their data, not just dashboards.
• Spot expansion opportunities before anyone asks and close them with Sales.
• Turn customer problems into product improvements via field insights.
• Push back professionally when a clearer path is needed, not just validation.
• Onboard new merchants and ensure they graduate to full product fluency.

Skills

Customer Success

SaaS experience

Ecommerce familiarity

Account management

Job description

Polar is hiring a Customer Success professional to own 50-70 ecommerce-focused accounts, guiding onboarding, adoption, renewal, and expansion. You will run quarterly business reviews that redefine data value and collaborate with Sales to close expansion opportunities.

You will turn customer feedback into product insights, challenging customers when needed, while ensuring merchants achieve full product fluency and long-term retention.