Customer Success Manager, Scale

Clearer is hiring a Customer Success Manager, Scale to manage a portfolio of growing eCommerce brands. The role helps merchants achieve product value through adoption and focused consultations, while driving retention and expansion using data and AI tools.

Responsibilities:

• Identify what each merchant is trying to achieve, and connect their product usage back to those goals
• Help merchants adopt the features and workflows most likely to create value
• Spot where merchants are stuck, underusing the product or not getting the value they expected
• Run focused consultations that always end with a clear next step
• Re-onboard or redirect merchants when their original setup is no longer working
• Track whether adoption is improving, not just whether a meeting happened
• Monitor changes in usage, engagement, customer health and commercial behavior
• Prioritize accounts by how likely churn is, and how much it would matter
• Understand why a merchant is disengaging before you decide how to step in
• Run save and recovery conversations
• Own expansion across your portfolio. Spot upgrade and cross-sell opportunities, like a better-fit plan or another Clearer product that solves a real problem, and turn them into revenue
• Use AI tools every day to prioritize your accounts, prepare for conversations and act faster

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, from renewals and saves to 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 your day-to-day work