Your impact:

This is a high-impact, revenue-first CS role for someone who is energized by pace, and excited about what AI makes possible in customer success.

As a Customer Success Manager, Scale, you will carry a broad portfolio of eCommerce merchants, supported by AI tooling that amplifies your reach and sharpens your focus. You will work primarily through a shared inbox and scalable engagement channels, with a clear mandate: identify the merchants that need a conversation right now, whether to protect retention or unlock a cross-sell, book a consultation, and route a qualified lead to the right person. Webinars, roundtables, and lifecycle campaigns extend your impact further.

Everything you do is prioritized against one question: does this move Net Retention?

You will speak daily with some of the most exciting eCommerce brands. There is no better place to develop a sharp commercial instinct fast.

Career Growth:

This role is a deliberate career investment. As you build commercial instincts and product expertise, you will have clear paths to grow into a high-touch CSM, Account Manager, or Account Executive. We are scaling fast and promoting from within.

What You'll Do:

Retention & Risk Management

• Monitor account health signals across a large pooled book and prioritize outreach based on churn risk.
• Book and run consultations with merchants showing disengagement, low adoption, or explicit cancellation intent.
• Diagnose the root cause of risk quickly and take action: re-engage, re-onboard, escalate, or route to the right resource.
• Maintain SLA-based response times on inbound requests via shared inbox (email and chat).

Expansion Sourcing

• Identify and qualify expansion opportunities within the pooled book, including cross-sell across the Clearer suite.
• Convert inbound signals from lifecycle campaigns, chat, and email into qualified consultations.
• Run value consultations that surface unmet needs and build the case for additional products.
• Hand off qualified expansion leads to the relevant Sales rep or CSM under clear rules of engagement. You source; they close.

At-Scale Engagement

• Deliver one-to-many engagement: onboarding webinars, optimization roundtables, and adoption campaigns across the pooled segment.
• Drive feature adoption and product education at scale to reduce passive churn and increase account health.

AI-Powered Workflow

• Use AI tools to monitor your book, triage inbound signals, prioritize your day, and draft outreach - so you spend your time on conversations, not admin.
• Embrace experimentation: test new plays, give fast feedback to management on what works, and help us build the playbooks that scale.

What You'll Bring:

• 1-3 years in a Customer Success or Account Management role, ideally at an eCommerce SaaS company, preferably in a high-volume or pooled model.
• Genuine passion for eCommerce: you follow the industry, you understand what merchants care about, and you get excited talking to brands about their growth.
• A 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 time.
• Fluency with AI tools in your daily workflow - you use them to work faster, prioritize better, and write sharper outreach.
• High-velocity mindset: comfortable working out of a shared inbox, triaging signals quickly, and making sharp judgment calls on where your time goes.
• Clear, efficient communicator - you can run a tight 20-minute consultation that gets to the point and leaves the merchant with a clear next step.
• Self-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 learned.

Nice to have:

• Experience with Shopify or selling into Shopify merchants.
• Familiarity with CS platforms such as Vitally, Gainsight, or similar.
• Experience running webinars or group enablement sessions.
• Prior exposure to a PLG or product-led growth motion.

Clear Benefits:

• Comprehensive medical, dental and vision coverage.
• Ongoing learning and development opportunities.
• A supportive, collaborative and international team.

We're here to make things clearer - in eCommerce and in employee experience.

$83,000 - $90,000 a year