Customer Success Manager – Scale
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Job Description
Customer Success Manager for eCommerce merchants using AI tools to enhance retention and expansion. Focused on account health, outreach, and driving feature adoption.
Responsibilities:
- 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.
- 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.
- Embrace experimentation: test new plays, give fast feedback to management on what works, and help build the playbooks that scale.
Requirements:
- 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:
- 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
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