Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Comprehensive medical, dental and vision coverage
- Employer-paid life insurance and income protection
- Healthcare and Dependent Care FSA
- Wellbeing support programs
- 20 days of paid time off, plus paid sick leave and public holidays
- Ongoing learning and development opportunities
- A supportive, collaborative and international team
Company Overview