Customer Success Manager, Scale at Clearer.io

, , Canada -

Full Time

Start Date

Immediate

Expiry Date

11 Sep, 26

Salary

90000.0

Posted On

13 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success Management, Account Management, Churn Risk Mitigation, Expansion Sourcing, AI Tooling, eCommerce SaaS, Shopify, Webinar Hosting, Cross-selling, Retention Management, SLA Management, Product-Led Growth

Industry

Software Development

Description

About clearer.io At clearer.io, we’re reimagining eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps. Our mission is simple but powerful: to empower partners with tools that streamline operations, build trust, and drive sustainable growth. We’re not just building technology — we’re shaping the future of online retail. By delivering solutions that inspire confidence and create real results, we help businesses cut through the clutter and focus on what truly matters. Here, innovation meets real impact. Our global team empowers eCommerce brands to accelerate growth and optimize every stage of the customer journey. We’re a culture built on collaboration, creativity, and transformation — where ideas are encouraged, and every voice makes a difference. If you’re ready to grow, lead, and make your mark in a fast-moving eCommerce landscape, join clearer.io and help make online retail clearer, smarter, and more rewarding for everyone. Your impact: 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. Career Growth: 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. \n What You’ll Do: Retention & Risk Management 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). Expansion Sourcing 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. At-Scale Engagement 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. AI-Powered Workflow 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. What You’ll Bring: 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. Nice to have: 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. Why clearer.io? 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 Clear Benefits: Comprehensive medical, dental and vision coverage. Ongoing learning and development opportunities. A supportive, collaborative and international team. We’re here to make things clearer — in eCommerce and in employee experience. If that sounds like your kind of role, we’d love to hear from you. \n $83,000 - $90,000 a year \n

Responsibilities

Manage a large portfolio of eCommerce merchants using AI tools to drive net retention and identify expansion opportunities. Conduct consultations to mitigate churn risk and lead one-to-many engagement activities like webinars and adoption campaigns.