Customer Success Lead

Clearer; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Birthday off

Give Back Day

Bonusly recognition

Global office trip

Stopover

Job summary

Clearer is seeking a Customer Success Lead in Sydney to shape customer care across APAC. You’ll run our biggest accounts personally while building the frameworks the team uses, with hybrid work and a Friday work-from-home option.

You’ll own CS strategy for APAC, partnering with the VP of Growth to trial, implement and scale success initiatives. Onboarding, retention and expansion will be your focus, proven with measurable results.

Qualifications

• 4+ years in Customer Success or Account Management, SaaS preferred.
• Proven track record leading CS initiatives with measurable results.
• Strong analytical and strategic thinking.
• Clear, confident communication; builds relationships quickly.
• Experience running projects cross-functionally.

Responsibilities

• Define and run the CS strategy for APAC and position clearer.io as a trusted partner to enterprise and mid-market clients.
• Manage top-tier accounts personally, setting the standard for engagement and alignment.
• Build onboarding, adoption and retention frameworks in Vitally.io to improve CS metrics.
• Act as a strategic advisor to executive stakeholders, tying business outcomes to product value.
• Collaborate with Sales and Marketing on upsell/cross-sell to boost NRR.
• Identify at-risk accounts early and intervene to prevent churn.
• Translate usage data and feedback into insights that shape strategy and roadmap.
• Report on CS delivery linked to retention, adoption and commercial metrics.

Skills

CS leadership

Analytical thinking

Strategic communication

Cross-functional collaboration

Tools

Vitally.io

Job description

We're looking for a Customer Success Lead to shape how we look after customers across APAC. Player and coach: you'll run our biggest accounts yourself while building the frameworks the whole team uses.

You'll own Customer Success strategy for APAC, working closely with the VP of Growth to trial, implement and scale what works. Onboarding, retention, expansion - you'll improve all three, and you'll prove it with numbers.

Our office is Sydney CBD, Monday to Thursday. Fridays from home. This is a parental leave cover role, so you're stepping into something that's already running. You'll have real latitude to improve it.

What You'll Do

• Define and run the Customer Success strategy for APAC, positioning clearer.io as a trusted partner to enterprise and mid-market clients
• Manage our top-tier accounts yourself, setting the standard for engagement, escalation and strategic alignment
• Build onboarding, adoption and retention frameworks in Vitally.io that move customer satisfaction and Net Revenue Retention
• Act as a strategic advisor to executive stakeholders, tying their business outcomes to what our products actually do
• Partner with Sales and Marketing on upsell and cross-sell plays that lift NRR
• Spot at-risk accounts early and intervene before they churn
• Turn usage data and customer feedback into insight that shapes strategy and influences the product roadmap
• Report clearly on what CS is delivering, linked to retention, adoption and commercial metrics

What You'll Bring

• 4+ years in Customer Success or Account Management, ideally SaaS
• A track record of leading CS initiatives that produced measurable results
• Strong analytical and strategic thinking
• Clear, confident communication - you build relationships quickly
• Comfort working cross-functionally and running your own projects

Nice to have

• Experience with Vitally.io or similar CS platforms
• Enterprise or mid-market account experience in APAC

life at clearer.io

eCommerce is crowded, noisy and increasingly complex. At clearer.io, we're built for a different outcome: clarity you can act on.

We connect to the stack a merchant already uses. Our AI agents enrich their catalogue, learn from their reviews and customers, and put that intelligence to work inside the tools they already own - so their products get found, trusted and chosen by shoppers and AI, without replatforming. We do this across our products: Clearer, Boost Commerce, REVIEWS.io and Influence, used by thousands of merchants worldwide.

We're a global team with offices in Australia, the UK, Germany, Vietnam and the US, backed for the long term by PSG Equity and Silversmith Capital Partners.

We care about doing the work properly: listening first, building second and shipping quickly where it matters. Results matter more than rhetoric.

What guides us day to day:

• 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

• Your birthday off - a full paid day, just for you, every year
• Give Back Day -a paid day each year to volunteer for a cause you care about
• Bonusly peer recognition - real-time shout-outs tied to our values, with points that convert to real rewards
• Clearer Together - each quarter, one employee who exemplifies our values wins a fully-funded 5-night trip to one of our global offices (Sydney, Berlin, Leicester, Irvine or Ho Chi Minh City)
• Stopover - travelling near one of our offices? Once a year we'll fund a day with the local team

a fair shot for everyone

We're committed to a fair and inclusive hiring experience. Hiring decisions at clearer.io are based on skills, experience and role requirements, nothing else. If you need any adjustments during the interview process, just tell us, it won't affect your application.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.