Customer Success Manager, Scale

Clearer.io; United States; Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

401k

20 days PTO, plus paid holidays and s

Paid parental leave

Your birthday and a Give Back Day off

Job summary

clearer.io in the United States is seeking a Customer Success professional to drive merchant outcomes, connect product usage to business goals, and help customers adopt features that create measurable value.

You will monitor usage, health, and expansion opportunities, prioritizing accounts and guiding strategic conversations. Shopify experience and data-driven decision making are highly valued in this role.

Qualifications

• Strong experience in customer-facing roles such as CS, AM, or sales.
• Experience with Shopify or wider ecommerce ecosystem.
• Comfort with commercial conversations including renewals and upgrades.
• Comfort using data to decide where to focus and what to do next.
• Excellent communication and stakeholder management.
• Proactive, collaborative, customer-first mindset.
• Experience in a scaled, high-volume CS model.
• Hands-on use of AI tools in daily work.

Responsibilities

• Drive customer outcomes for each merchant by linking product usage to goals.
• Help merchants adopt features and workflows to create value.
• Spot where merchants are stuck or underutilizing the product.
• Run focused consultations with clear next steps.
• Re-onboard or redirect merchants when setups no longer work.
• Track adoption and overall customer health and behavior.
• Own expansion opportunities across portfolio, including upgrades and cross-sells.
• Use AI tools daily to prioritize accounts and prepare for conversations.

Skills

Customer-facing experience

Shopify experience

Commercial conversations

Data-driven decision making

Strong communication

Proactive mindset

Experience in high-volume CS

Hands-on AI usage

Job description

What you'll do

Drive customer outcomes

• 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.

Retention and expansion

• 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.

Success isn't about activity. It's about whether merchants use the product, get value and stay.

What you'll bring

• 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

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

• Medical, dental and vision coverage
• 401k
• 20 days PTO, plus paid holidays and sick leave
• Paid parental leave
• Your birthday and a Give Back Day off each year

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.

Qualified applicants with arrest or conviction records will be considered in accordance with the California Fair Chance Act and applicable local ordinances.