Customer Success Manager – Scale

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clearer.io

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2022

🛍️ eCommerce

🤝 B2B

☁️ SaaS

eCommerce • B2B • SaaS

clearer. io is a company dedicated to optimizing the eCommerce experience through innovative solutions that enhance product discovery and streamline the customer journey. By offering advanced, easy-to-integrate applications, clearer. io helps businesses increase conversions and sustain smart growth. The company also fosters powerful partnerships aimed at leveraging technology for competitive advantages in the eCommerce sector.

📋 Description

• 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). • 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. • 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. • Use AI tools to monitor your book, triage inbound signals, prioritize your day, and draft outreach. • Embrace experimentation: test new plays, give fast feedback to management on what works, and help build the playbooks that scale.

🎯 Requirements

• 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.

🏖️ 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