Customer Success Manager

clearer.io

Customer Success Manager managing a portfolio of eCommerce merchants to drive retention and growth via AI tools. Focused on customer engagement and optimizing account health through innovative strategies.

Posted 6/13/2026full-timeRemote • 🇨🇦 CanadaJunior💰 CA$83,000 - CA$90,000 per yearWebsite

About the role

Key responsibilities & impact

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).
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.
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.
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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SuccessAccount ManagementeCommerceChurn Risk AnalysisConsultationCross-SellingFeature AdoptionProduct EducationWebinar FacilitationProduct-Led Growth

Soft Skills

CommunicationSelf-StarterHigh-Velocity MindsetCommercial InstinctProblem-SolvingExperimentationJudgmentEngagementAdaptabilityEfficiency