CSM (North America)

CSM (North America) LocationRemote - USEmployment TypeFull timeLocation TypeRemoteDepartmentRevenueCustomer SuccessWho we arePolar 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 operateWe publish our operating principles internally and we mean every word. Here are the ones that matter most if you're thinking about joining: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.Who we areWe're building the data & AI operating system for eCommerce — think Datadog for retail. We ingest messy Shopify, ads, and retention data, make it reliable, and turn it into decisions brands can actually trust. We're hiring CSMs who want real ownership.What you will doYou'll be the strategic layer between our product and the merchants who depend on it — working directly with CMOs, growth marketers, and operators who think in ROAS, LTV, and retention.This isn't a support role. You'll:Own a portfolio of 50-70 accounts end-to-end (onboarding → adoption → expansion → renewal)Run QBRs that change how brands think about their data, not just review dashboardsSpot expansion opportunities before anyone asks and close them alongside SalesTurn customer problems into product improvements — your field insights shape our roadmapPush back on customers professionally when they need a better path, not just validationOnboard new merchants hands-on and make sure they actually graduate to full product fluencyWe move quickly, optimize for outcomes over activity, and trust you to make the call without hand-holding.What you bringYou'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've managed high account volumes and liked it. You think in revenue and retention, not tickets and NPS scores.Shopify ecosystem familiarity is a strong plus. Ex-DTC operators and ex-consultants who moved into SaaS tend to...