Customer Success Executive

clearer.io; Montreal; On-site; CAD 60,000 - 90,000; Full time

Job summary

A leading company in e-commerce solutions seeks a Customer Success Manager to drive customer satisfaction and retention. The role involves developing strategies, analyzing data, and collaborating with internal teams to enhance customer experiences. Join clearer.io to contribute to meaningful growth in the e-commerce sector.

Benefits

Comprehensive medical, dental, and vision coverage.

Qualifications

• Proven experience in customer success or account management in a global SaaS environment.
• Experience leading strategic customer success initiatives.
• Strong problem-solving skills and adaptability.

Responsibilities

• Develop and execute a global customer success strategy.
• Analyze customer data to identify trends and areas for improvement.
• Monitor and report on key performance metrics.

Skills

Analytical skills

Communication

Project management

Problem-solving

Tools

CRM tools

Customer success tools

Job description

About Us

clearer.io's mission is to continue creating software to advance the future of commerce. We achieve this by delivering and building upon a comprehensive suite of ecosystem-leading apps, all providing unparalleled customer support to help e-commerce businesses reach new heights.

Our product lineup includes 25 solutions catering to various needs of e-commerce retailers, such as reviews, conversion, marketing, and shipping, compatible with both Shopify and non-Shopify platforms. Our integrated solutions offer a smoother experience for retailers at any stage of their journey.

Joining the clearer.io global team is an exciting opportunity. We are on an exceptional growth trajectory, fueled by our commitment to providing high-quality products in the e-commerce marketplace.

What you’ll do:

1. Develop and execute a comprehensive global customer success strategy with the VP of Global Growth, aligned with company objectives (Retention, Expansion, Churn Prevention).
2. Trial strategies on customers to personalize and optimize before rollout, and drive enablement and adoption of new strategies within the Customer Success Team.
3. Serve as a strategic advisor to the Customer Success Team and customers, leveraging your understanding of the platform and industry best practices.
4. Provide insights and recommendations to maximize customer value from our platform.
5. Analyze customer data and feedback to identify trends and areas for improvement in customer success initiatives.
6. Collaborate with marketing and sales teams to identify upsell and cross-sell opportunities.
7. Monitor and report on key performance metrics, updating management on the effectiveness of initiatives.
8. Act as a point of escalation for customer concerns, working with internal teams to resolve issues promptly and ensure high satisfaction.
9. Design and implement scalable processes for onboarding, adoption, and retention using Vitally.io.
10. Implement and optimize processes using Vitally.io to streamline operations and improve team efficiency.

What you’ll need:

1. Reside in the US or Canada.
2. Proven experience in customer success or account management, preferably in a global SaaS environment.
3. Experience leading strategic customer success initiatives that improve satisfaction and retention.
4. Strong analytical skills to interpret data and feedback for actionable insights.
5. Excellent communication and relationship-building skills.
6. Exceptional project management abilities.
7. Familiarity with CRM and customer success tools.
8. A passion for delivering excellent customer experiences and understanding customer needs.
9. Strong problem-solving skills and adaptability in a fast-paced environment.

Why clearer.io

• Customers at the heart: We prioritize our customers' success and growth, believing that their progress drives our own.
• Purposeful progress: We innovate, take initiative, and learn from risks, continuously improving ourselves.
• Endless innovation: We refine our work and seek meaningful growth, always asking, 'How can we help?'
• Always open: We promote transparency, collaboration, and open communication to build strong relationships.
• Clear Benefits: Comprehensive medical, dental, and vision coverage.

Be part of clearer.io—where your expertise fuels real change in eCommerce. Join us — it’s clear we’re the place to be!