Customer Success Manager, Scale

What You’ll Do:

Retention & Risk Management

Monitor account health signals across a large pooled book and prioritize outreach based on churn risk.

Book and run consultations with merchants showing disengagement, low adoption, or explicit cancellation intent.

Diagnose the root cause of risk quickly and take action: re-engage, re-onboard, escalate, or route to the right resource.

Maintain SLA-based response times on inbound requests via shared inbox (email and chat).

Expansion Sourcing

Identify and qualify expansion opportunities within the pooled book, including cross-sell across the Clearer suite.

Convert inbound signals from lifecycle campaigns, chat, and email into qualified consultations.

Run value consultations that surface unmet needs and build the case for additional products.

Hand off qualified expansion leads to the relevant Sales rep or CSM under clear rules of engagement. You source; they close.

At-Scale Engagement

Deliver one-to-many engagement: onboarding webinars, optimization roundtables, and adoption campaigns across the pooled segment.

Drive feature adoption and product education at scale to reduce passive churn and increase account health.

AI-Powered Workflow

Use AI tools to monitor your book, triage inbound signals, prioritize your day, and draft outreach — so you spend your time on conversations, not admin.

Embrace experimentation: test new plays, give fast feedback to management on what works, and help us build the playbooks that scale.

What You’ll Bring:

• 1–3 years in a Customer Success or Account Management role, ideally at an eCommerce SaaS company, preferably in a high-volume or pooled model.

• Genuine passion for eCommerce: you follow the industry, you understand what merchants care about, and you get excited talking to brands about their growth.

• A commercial instinct: you can spot an at-risk account and an expansion opportunity, and you know the difference between a conversation that saves revenue and one that wastes everyone’s time.

• Fluency with AI tools in your daily workflow — you use them to work faster, prioritize better, and write sharper outreach.

• High-velocity mindset: comfortable working out of a shared inbox, triaging signals quickly, and making sharp judgment calls on where your time goes.

• Clear, efficient communicator — you can run a tight 20-minute consultation that gets to the point and leaves the merchant with a clear next step.

• Self-starter who doesn’t wait to be told what to do: you see a problem or an opportunity, you act, and you report back with what you learned.

Nice to have: 

Experience with Shopify or selling into Shopify merchants.

Familiarity with CS platforms such as Vitally, Gainsight, or similar.

Experience running webinars or group enablement sessions.

Prior exposure to a PLG or product-led growth motion.

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.