Customer Success Manager, Scale

Clearer.io is an AI-first company focused on enhancing eCommerce experiences. The Customer Success Manager will manage a portfolio of eCommerce brands, ensuring customer retention and growth through proactive engagement and leveraging AI tools.

Responsibilities:

• Watch health signals across your book and reach out before churn hits
• Run consultations with merchants who are disengaging, showing low adoption, or hinting at cancellation
• Diagnose fast, then act: re-engage, re-onboard, walk them through setup live, escalate, or route to the right resource
• Own retention escalations end to end — from risk to save
• Hit SLA response times in the shared inbox (email and chat)
• Grow MRR across your book, hand in hand with Sales
• Spot and qualify cross-sell across the Clearer suite
• Turn inbound signals from campaigns, chat, and email into booked consultations
• Run value consultations that surface unmet needs and make the case for more
• Source qualified leads and hand them off cleanly under clear rules of engagement. You source; they close
• Run one-to-many plays: onboarding webinars, roundtables, and adoption campaigns
• Drive feature adoption at scale to kill passive churn
• Use AI to monitor, triage, prioritize, and draft — all day
• Test new plays, report what works, and help build the playbooks that scale

Requirements:

• 2+ years in a customer-facing role: CS, sales, or support
• Shopify ecosystem experience — working with or selling to merchants
• Comfortable with SMB pace and volume, not a handful of enterprise accounts
• AI-first: you already use AI to work sharper, or you are itching to — and you are genuinely excited about what AI makes possible in customer success
• Genuine excitement about eCommerce
• Hunger to learn the product deep enough to earn a merchant's trust in 20 minutes
• A commercial nose for risk and opportunity
• A tight communicator who lands a 20-minute consult with a clear next step
• Self-starter: you spot it, act, and report back
• CS platforms like Vitally
• Prior exposure to a PLG (product-led growth) motion