Role description
clearer.ioOwn a portfolio of fast-growing eCommerce brands. Keep them, grow them, and let AI handle the busywork.
This is a revenue-first Customer Success role for someone who has worked with customers — in CS, sales, or support — and wants to build product and commercial chops fast. clearer.io builds a suite of apps that help Shopify merchants sharpen search, discovery, and conversion. We are AI-first, scaling fast, and promoting from within.
The Role
You own a broad, pooled book with two jobs that matter equally: keep merchants and grow them. Net Retention is how you score the day. AI tooling flags who needs you, triages inbound, and drafts your outreach — so your time goes to conversations, not admin. You will speak daily with some of the most exciting eCommerce brands, which makes this a great place to sharpen a commercial instinct quickly.
What You’ll Do:
Retention & Risk
- 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).
Expansion & MRR
- 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.
At-Scale Engagement
- Run one-to-many plays: onboarding webinars, roundtables, and adoption campaigns.
- Drive feature adoption at scale to kill passive churn.
AI-Powered Workflow
- Use AI to monitor, triage, prioritize, and draft — all day.
- Test new plays, report what works, and help build the playbooks that scale.
What You’ll Bring:
- 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.
Beyond That
- 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.
Nice to Have
- CS platforms like Vitally.
- Prior exposure to a PLG (product-led growth) motion.
Where It Leads
Clear paths into high-touch CSM, Account Management, or Account Executive — plus front-row skills in an AI-first go-to-market motion, some of the most valuable in the industry right now. We promote from within, fast.
Why clearer.io?
We believe in making things simpler — for our customers, and for each other.
That means clarity, purpose, and progress guide everything we do.
- 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:
- 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
We’re here to make things clearer — in eCommerce and in employee experience.
If that sounds like your kind of role, we’d love to hear from you.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.