Customer Success Manager, Scale

About the company

clearer.io is building a new kind of eCommerce experience by improving how customers discover products, search, and engage with brands through a collection of forward-thinking apps. The company’s goal is to equip partners with tools that simplify day-to-day operations, strengthen trust, and support long-term growth. Its global team works collaboratively to help online brands improve every part of the customer journey in a culture that values creativity, transformation, and shared ideas.

This role is designed for someone who wants to grow fast, have visible impact, and work in a dynamic eCommerce environment where commercial thinking and AI-supported workflows matter.

Role overview

The Customer Success Manager, Scale role is a high-impact, revenue-focused position for someone who thrives in a fast-paced environment and is excited by what AI can bring to customer success. You will manage a broad portfolio of eCommerce merchants and use AI-enabled tools to extend your reach, improve prioritization, and stay focused on the accounts that need attention most.

Your primary channels will be a shared inbox and other scalable engagement methods. The mission is to spot the merchants that need action now—whether the goal is retention, re-engagement, or identifying a cross-sell opportunity—then book a consultation and pass qualified leads to the right teammate. Webinars, roundtables, and lifecycle campaigns will also be part of your reach.

Every activity is measured against one outcome: improving net retention. The position also offers a strong development path toward a high-touch CSM, Account Manager, or Account Executive role as the company continues to grow and promote from within.

Key responsibilities

• Track account health indicators across a large pooled portfolio and focus outreach on accounts showing churn risk.
• Schedule and lead consultations with merchants who are disengaged, under-adopting the product, or actively considering cancellation.
• Quickly diagnose why an account is at risk and respond appropriately by re-engaging, re-onboarding, escalating, or directing the issue to the right team.
• Keep response times aligned with SLA expectations for requests coming through shared email and chat inboxes.
• Spot and evaluate expansion opportunities within the pooled book, including cross-sell potential across the Clearer suite.
• Turn signals from lifecycle campaigns, chat, and email into qualified consultation opportunities.
• Run value-focused consultations that uncover unmet needs and support the case for additional products.
• Pass qualified expansion opportunities to the appropriate Sales rep or CSM according to established handoff rules.
• Deliver one-to-many engagement programs such as onboarding webinars, optimization roundtables, and adoption campaigns.
• Improve product adoption and customer education at scale to reduce passive churn and strengthen account health.
• Use AI tools to monitor the portfolio, sort inbound signals, prioritize the day, and draft outreach so time is spent on customer conversations rather than administrative work.
• Test new approaches, share quick feedback with management, and help build repeatable playbooks that can scale.

Requirements

• 1 to 3 years of experience in Customer Success or Account Management, ideally within an eCommerce SaaS company and preferably in a high-volume or pooled model.
• Strong interest in eCommerce, with an understanding of what merchants care about and an enthusiasm for speaking with brands about growth.
• Commercial judgment that helps you distinguish between accounts that need intervention and opportunities worth pursuing.
• Comfort using AI tools as part of your daily workflow to improve speed, prioritization, and outreach quality.
• Ability to work efficiently from a shared inbox, triage signals quickly, and make sound decisions on where to focus time.
• Clear and efficient communication skills, including the ability to run concise 20-minute consultations with clear next steps.
• Self-driven approach with the initiative to identify issues or opportunities, act independently, and report on outcomes.
• Experience with Shopify or selling to Shopify merchants is an advantage.
• Familiarity with customer success platforms such as Vitally, Gainsight, or similar tools is a plus.
• Experience running webinars or group enablement sessions is helpful.
• Previous exposure to a product-led growth motion is also preferred.

Career growth

This role is intended as a stepping stone into broader commercial and customer success paths. As you deepen your product knowledge and build stronger business instincts, you may progress into a high-touch CSM, Account Manager, or Account Executive position.

Why join clearer.io

The company emphasizes simplicity, clarity, and purposeful progress in both customer work and internal collaboration. Its values center on customer obsession, initiative, innovation, and transparent teamwork across a global environment.

Benefits

• Medical, dental, and vision coverage.
• Ongoing learning and development support.
• A collaborative, supportive, international team.

Additional information

The hiring process may use AI tools to help review applications, analyze resumes, and assess responses, including checks for inconsistencies or verification signals based on available information. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. If you want more details about data handling, you can contact the company directly.