[Remote] Customer Success Manager, Scale

Note: The job is a remote job and is open to candidates in USA. Clearer.io is reimagining eCommerce by enhancing search, discovery, and customer engagement through innovative apps. As a Customer Success Manager, Scale, you will manage a broad portfolio of eCommerce merchants and use AI tools to optimize customer engagement, retention, and expansion opportunities.

Responsibilities

• 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. You source; they close
• 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 — 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

Skills

• 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
• 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

Company Overview