Customer Success Manager, Scale

Clearer.io

5d•$80,000 - $100,000

About The Position

The Customer Success Manager, Scale owns a portfolio of growing eCommerce brands and helps merchants get more value from their products, remain customers, and grow their relationship with clearer.io. This is a commercial, customer-facing role that uses data and AI tools to identify account changes in usage, adoption, risk, and opportunity, allowing the manager to focus on conversations that drive retention and growth. The role involves understanding merchants’ goals and connecting product usage to those goals, helping customers adopt valuable features and workflows, and identifying where customers are stuck or not receiving expected value. The manager runs focused consultations with clear next steps, re-onboards or redirects merchants when their setup no longer works, and tracks adoption outcomes. The Customer Success Manager monitors account health and commercial behavior, prioritizes churn risks and their potential impact, investigates disengagement, and conducts save and recovery conversations. They own expansion across their portfolio by identifying relevant upgrades and cross-sell opportunities and converting them into revenue. AI tools are used daily to prioritize accounts, prepare for conversations, and work efficiently. Success is measured by merchant product usage, value realization, and retention rather than activity alone.

Requirements

Strong experience in a customer-facing role, such as customer success, account management, or sales.
Experience with Shopify or the wider eCommerce ecosystem.
Confidence in commercial conversations, including renewals, saves, and upgrades.
Comfort using data to decide where to focus and what to do next.
Strong communication and stakeholder management skills.
A proactive, collaborative, customer-first mindset.
Experience in a scaled, high-volume Customer Success model.
Hands-on use of AI tools in day-to-day work.

Responsibilities

Own a portfolio of growing eCommerce brands.
Identify merchant goals and connect product usage to those goals.
Help merchants adopt features and workflows likely to create value.
Identify when merchants are stuck, underusing the product, or not getting expected value.
Run focused consultations that conclude with a clear next step.
Re-onboard or redirect merchants when their original setup is no longer working.
Track improvements in adoption.
Monitor changes in usage, engagement, customer health, and commercial behavior.
Prioritize accounts based on churn likelihood and potential impact.
Understand why merchants are disengaging before deciding how to intervene.
Conduct save and recovery conversations.
Own expansion across the portfolio, identifying relevant upgrades and cross-sell opportunities and converting them into revenue.
Use AI tools to prioritize accounts, prepare for conversations, and act faster.