Customer Success Manager, Scale

Clearer.io

19h•$60,000 - $65,000

About The Position

This is a high-impact, revenue-first CS role for someone who is energized by pace, and excited about what AI makes possible in customer success. As a Customer Success Manager, Scale, you will carry a broad portfolio of eCommerce merchants, supported by AI tooling that amplifies your reach and sharpens your focus. You will work primarily through a shared inbox and scalable engagement channels, with a clear mandate: identify the merchants that need a conversation right now, whether to protect retention or unlock a cross-sell, book a consultation, and route a qualified lead to the right person. Webinars, roundtables, and lifecycle campaigns extend your impact further. Everything you do is prioritized against one question: does this move Net Retention? You will speak daily with some of the most exciting eCommerce brands. There is no better place to develop a sharp commercial instinct fast. This role is a deliberate career investment. As you build commercial instincts and product expertise, you will have clear paths to grow into a high-touch CSM, Account Manager, or Account Executive. We are scaling fast and promoting from within.

Requirements

1â€“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 everyoneâ€™s time.
Fluency with AI tools in your daily workflow â€” 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 â€” 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 doesnâ€™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 Haves

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.

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 â€” 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.