Customer Success Lead

Clearer.Io; Sydney; Hybrid; AUD 105,000 - 110,000; Full time

Benefits offered by this job

Birthday off

Give Back Day

Bonusly rewards

Global office trips

Job summary

clearer.io in Sydney is seeking a Customer Success Lead for a parental leave cover to shape CS for APAC. You will run key accounts and build scalable CS playbooks while collaborating with the VP of Growth to test and scale successful approaches.

You’ll design onboarding, retention and expansion programs, and demonstrate impact with metrics across adoption, NRR and customer satisfaction.

Qualifications

• 4+ years in Customer Success or Account Management, ideally SaaS.
• Strong analytical and strategic thinking.

Responsibilities

• 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.

Skills

Customer Success

SaaS

Analytical Thinking

Cross-functional Leadership

Tools

Vitally.io

Job description

Customer Success Lead (Parental leave cover)

Sydney Clearer.io

Posted 2 days ago

Job Description

your impact

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, Tuesday 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

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

Don't tick every box? Apply anyway. We hire for potential and mindset as much as experience — if this role excites you, we want to hear from you.

This is a fixed-term contract covering parental leave, expected to run 6–9 months. The exact end date depends on when our colleague returns, and we'll confirm it in writing before you start.

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

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.

If you believe eCommerce growth should be simpler, smarter and clearer - we'd love to hear from you.

$105 - $110 a year

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.