Customer Success Manager, Scale
TLDR
Own a portfolio of fast-growing eCommerce brands and drive retention with AI-powered outreach.
Retention & Risk
Watch health signals across your book and reach out before churn hits.
Run consultations with merchants who are disengaging, showing low adoption, or hinting at cancellation.
Diagnose fast, then act: re-engage, re-onboard, walk them through setup live, escalate, or route to the right resource.
Own retention escalations end to end — from risk to save.
Hit SLA response times in the shared inbox (email and chat).
Expansion & MRR
Grow MRR across your book, hand in hand with Sales.
Spot and qualify cross-sell across the Clearer suite.
Turn inbound signals from campaigns, chat, and email into booked consultations.
Run value consultations that surface unmet needs and make the case for more.
Source qualified leads and hand them off cleanly under clear rules of engagement. You source; they close.
At-Scale Engagement
Run one-to-many plays: onboarding webinars, roundtables, and adoption campaigns.
Drive feature adoption at scale to kill passive churn.
AI-Powered Workflow
Use AI to monitor, triage, prioritize, and draft — all day.
Test new plays, report what works, and help build the playbooks that scale.
2+ years in a customer-facing role: CS, sales, or support.
Shopify ecosystem experience — working with or selling to merchants.
Comfortable with SMB pace and volume, not a handful of enterprise accounts.
AI-first: you already use AI to work sharper, or you are itching to — and you are genuinely excited about what AI makes possible in customer success.
Genuine excitement about eCommerce.
Beyond That
Hunger to learn the product deep enough to earn a merchant’s trust in 20 minutes.
A commercial nose for risk and opportunity.
A tight communicator who lands a 20-minute consult with a clear next step.
Self-starter: you spot it, act, and report back.
Nice to Have
CS platforms like Vitally.
Prior exposure to a PLG (product-led growth) motion.
Where It Leads
Clear paths into high-touch CSM, Account Management, or Account Executive — plus front-row skills in an AI-first go-to-market motion, some of the most valuable in the industry right now. We promote from within, fast.
Why clearer.io?We believe in making things simpler — for our customers, and for each other.
That means clarity, purpose, and progress guide everything we do.
Customers at the heart: We obsess over their needs so we can grow together
Purposeful progress: We don’t settle. We take initiative and embrace bold thinking
Endless innovation: We refine, improve, and take meaningful action
Always open: We build trust through transparency and global collaboration
Clear Benefits:
Comprehensive medical, dental and vision coverage
Employer-paid life insurance and income protection
Healthcare and Dependent Care FSA
Wellbeing support programs
20 days of paid time off, plus paid sick leave and public holidays
Ongoing learning and development opportunities
A supportive, collaborative and international team
We’re here to make things clearer — in eCommerce and in employee experience.
If that sounds like your kind of role, we’d love to hear from you.
Benefits
Health Insurance
Comprehensive medical, dental and vision coverage
Learning Budget
Ongoing learning and development opportunities
Supportive, collaborative, and international team
A supportive, collaborative and international team
Paid Time Off
20 days of paid time off, plus paid sick leave and public holidays
Remote-Friendly
Fully remote role
Wellness Stipend
Wellbeing support programs
Clearer.io enhances eCommerce through innovative apps that improve search, discovery, and customer engagement. We empower our partners with tools designed to streamline operations, foster trust, and drive sustainable growth, helping businesses thrive in a competitive online landscape.