[Remote] Customer Success Manager, Scale

Note: The job is a remote job and is open to candidates in USA. Clearer.io is reimagining eCommerce with innovative apps that enhance search, discovery, and customer engagement. They are seeking a Customer Success Manager, Scale, to manage a portfolio of eCommerce merchants, leveraging AI tools to drive retention and expansion opportunities while engaging with clients to optimize their experience.ResponsibilitiesMonitor account health signals across a large pooled book and prioritize outreach based on churn riskBook and run consultations with merchants showing disengagement, low adoption, or explicit cancellation intentDiagnose the root cause of risk quickly and take action: re-engage, re-onboard, escalate, or route to the right resourceMaintain SLA-based response times on inbound requests via shared inbox (email and chat)Identify and qualify expansion opportunities within the pooled book, including cross-sell across the Clearer suiteConvert inbound signals from lifecycle campaigns, chat, and email into qualified consultationsRun value consultations that surface unmet needs and build the case for additional productsHand off qualified expansion leads to the relevant Sales rep or CSM under clear rules of engagement. You source; they closeDeliver one-to-many engagement: onboarding webinars, optimization roundtables, and adoption campaigns across the pooled segmentDrive feature adoption and product education at scale to reduce passive churn and increase account healthUse AI tools to monitor your book, triage inbound signals, prioritize your day, and draft outreach — so you spend your time on conversations, not adminEmbrace experimentation: test new plays, give fast feedback to management on what works, and help us build the playbooks that scaleSkills1-3 years in a Customer Success or Account Management role, ideally at an eCommerce SaaS company, preferably in a high-volume or pooled modelGenuine passion for eCommerce: you follow the industry, you understand what merchants care about, and you get excited talking to brands about their growthA commercial instinct: you can spot an at-risk account and an expansion opportunity, and you know the difference between a conversation that saves revenue and one that wastes everyone's timeFluency with AI tools in your daily workflow — you use them to work faster, prioritize better, and write sharper outreachHigh-velocity mindset: comfortable working out of a shared inbox, triaging signals quickly, and making sharp judgment calls on where your time goesClear, efficient communicator — you can run a tight 20-minute consultation that gets to the point and leaves the merchant with a clear next stepSelf-starter who doesn't wait to be told what to do: you see a problem or an opportunity, you act, and you report back with what you learnedExperience with Shopify or selling into Shopify merchantsFamiliarity with CS platforms such as Vitally, Gainsight, or similarExperience running webinars or group enablement sessionsPrior exposure to a PLG or product-led growth motionBenefitsComprehensive medical, dental and vision coverageEmployer-paid life insurance and income protectionHealthcare and Dependent Care FSAWellbeing support programs20 days of paid time off, plus paid sick leave and public holidaysOngoing learning and development opportunitiesA supportive, collaborative and international teamCompany OverviewClearer.io provides eCommerce apps to enhance product discovery and streamline merchant operations. It was founded in 2022, and is headquartered in Boston, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.clearer.io.