Customer Success Manager, Scale

Your impact

• Own a portfolio of growing eCommerce brands.
• Data and AI show you where to focus.
• You help merchants get more value, stay longer and grow with us.

• We're building Customer Success differently.
• You won't spend your day checking accounts by hand or preparing summaries.
• Our systems and AI tools surface changes in usage, adoption, risk and opportunity for you.
• So you can focus on the conversations that help Shopify merchants succeed, and turn that value into retention and growth.
• This is a commercial role for someone with customer-facing experience who wants to grow fast in SaaS, eCommerce and AI.

• Your portfolio will tell you things like: A merchant's product usage has dropped sharply.
• A key feature hasn't been adopted after onboarding.
• A merchant is getting strong value, but another Clearer product could solve an obvious problem for them.
• A once-active merchant has gone quiet.
• A merchant has reached the point where a different plan or product makes more sense.

• Your job is to read the signal, work out what matters and act.
• Data tells you where to look.
• AI helps you move faster.

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

Additional information

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.

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

Additional information

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. Apply now.