Customer Success Manager, Scale

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Customer Success ManagerCustomer

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Quick Summary

Overview

Own a portfolio of fast-growing eCommerce brands. Keep them, grow them, and let AI handle the busywork. This is a revenue-first Customer Success role for someone who has worked with customers — in CS,

Technical Tools

Customer Success ManagerCustomer

Own a portfolio of fast-growing eCommerce brands. Keep them, grow them, and let AI handle the busywork.

This is a revenue-first Customer Success role for someone who has worked with customers — in CS, sales, or support — and wants to build product and commercial chops fast. clearer.io builds a suite of apps that help Shopify merchants sharpen search, discovery, and conversion. We are AI-first, scaling fast, and promoting from within.

You own a broad, pooled book with two jobs that matter equally: keep merchants and grow them. Net Retention is how you score the day. AI tooling flags who needs you, triages inbound, and drafts your outreach — so your time goes to conversations, not admin. You will speak daily with some of the most exciting eCommerce brands, which makes this a great place to sharpen a commercial instinct quickly.

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.

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.

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