Customer Success Manager, Scale

About the company

Clearer.io is building a new kind of eCommerce experience by improving search, discovery, and customer engagement through a collection of innovative apps. The company’s purpose is to give partners practical tools that simplify operations, strengthen trust, and support long-term growth.

Its global team helps eCommerce brands grow faster and optimize each stage of the customer journey. The culture emphasizes collaboration, creativity, and transformation, with an environment where new ideas are encouraged and every contribution matters.

If you enjoy working in a fast-moving eCommerce setting and want to help shape the future of online retail, this role offers a chance to make a meaningful impact.

Role overview

This is a high-energy, revenue-focused customer success position designed for someone who enjoys fast execution and is interested in how AI can improve customer success work. As a Customer Success Manager, Scale, you will manage a large portfolio of eCommerce merchants using AI-enabled tools to extend your reach and sharpen prioritization.

Your work will center on shared inboxes and other scalable communication channels. The main objective is to identify merchants who need immediate attention, whether to reduce churn risk or uncover cross-sell opportunities, then schedule consultations and pass qualified opportunities to the appropriate team member. Your performance will be judged primarily by its contribution to Net Retention.

You will interact daily with leading eCommerce brands and develop strong commercial judgment quickly. The role is also a stepping stone toward future growth into a high-touch CSM, Account Manager, or Account Executive position as the company expands and promotes from within.

Key responsibilities

• Track account health indicators across a large pooled portfolio and focus outreach where churn risk is highest.
• Book and lead consultations with merchants showing reduced engagement, low product adoption, or clear cancellation intent.
• Identify the cause of account risk quickly and respond with the right action, such as re-engagement, re-onboarding, escalation, or referral to another resource.
• Meet SLA expectations for inbound support requests received through shared email and chat channels.
• Spot and qualify expansion opportunities within the pooled portfolio, including cross-sell potential across the Clearer suite.
• Turn inbound signals from lifecycle campaigns, chat, and email into qualified consultation opportunities.
• Run value-based consultations that uncover unmet needs and build the case for additional products.
• Pass qualified expansion opportunities to the appropriate Sales representative or CSM according to defined rules of engagement.
• Deliver one-to-many customer education through onboarding webinars, optimization roundtables, and adoption-focused campaigns.
• Increase product adoption and improve account health through scaled education and enablement efforts.
• Use AI tools to monitor the book of business, sort inbound signals, prioritize daily work, and draft outreach so time is spent on conversations instead of administration.
• Test new approaches, provide quick feedback on what is working, and help develop repeatable playbooks that can scale.

Requirements

• 1 to 3 years of experience in Customer Success or Account Management, ideally with an eCommerce SaaS business and preferably in a high-volume or pooled environment.
• Strong interest in eCommerce, with an understanding of merchant priorities and enthusiasm for speaking with brands about growth.
• Good commercial judgment, including the ability to recognize both retention risks and expansion opportunities.
• Comfort using AI tools as part of the daily workflow to improve speed, prioritization, and outreach quality.
• Ability to work efficiently in a fast-paced, shared-inbox model and make quick decisions about where to focus attention.
• Clear and concise communication skills, including the ability to conduct a focused 20-minute consultation and end with an actionable next step.
• Proactive, self-directed working style with the habit of acting on opportunities or issues and then reporting back on results.

Preferred qualifications

• Experience with Shopify or selling to Shopify merchants.
• Familiarity with customer success platforms such as Vitally, Gainsight, or similar tools.
• Experience running webinars or group enablement sessions.
• Background in a product-led growth or PLG motion.

Benefits

• Medical, dental, and vision coverage.
• Employer-paid life insurance and income protection.
• Healthcare and dependent care FSA options.
• Wellbeing support programs.
• 20 days of paid time off, plus paid sick leave and public holidays.
• Learning and development opportunities.
• A supportive, collaborative, international team environment.

Additional information

The company values simplicity, clarity, and steady progress. Its operating principles include putting customers first, making purposeful progress, embracing innovation, and maintaining openness through transparency and global collaboration.

The hiring process may involve AI-assisted tools for tasks such as reviewing applications, analyzing resumes, or checking responses for consistency and verification signals. These tools support the recruitment team, but human judgment remains central to final hiring decisions. If you would like more information about data processing, you may contact the company directly.