Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee account health indicators within a substantial pooled portfolio and prioritize outreach based on potential churn risks.

• Schedule and conduct consultations with merchants exhibiting disengagement, low adoption rates, or clear intentions to cancel.

• Quickly identify the root causes of risks and take necessary actions: re-engage, re-onboard, escalate, or direct to the appropriate resource.

• Maintain response times that adhere to SLAs for incoming requests via shared inbox (email and chat).

• Discover and assess opportunities for expansion within the pooled portfolio, including cross-selling across the Clearer suite.

• Transform inbound signals from lifecycle campaigns, chat, and email into qualified consultations.

• Conduct value consultations that reveal unmet needs and advocate for additional products.

• Transfer qualified expansion leads to the designated Sales representative or Customer Success Manager under established engagement guidelines. You generate leads; they finalize sales.

• Facilitate one-to-many interactions: onboarding webinars, optimization roundtables, and adoption campaigns targeting the pooled segment.

• Promote feature adoption and enhance product knowledge at scale to minimize passive churn and improve account health.

• Utilize AI tools to monitor your portfolio, triage incoming signals, prioritize your tasks, and draft outreach — allowing you to focus on conversations rather than administrative work.

• Foster a culture of experimentation: test new strategies, provide rapid feedback to management on effective practices, and assist in developing scalable playbooks.

⛳️ Requirements

• 1–3 years of experience in a Customer Success or Account Management position, ideally within an eCommerce SaaS company, particularly in a high-volume or pooled model.

• A sincere enthusiasm for eCommerce: you stay updated on the industry, comprehend merchants' concerns, and feel excited discussing brand growth.

• A strong commercial sense: you can identify at-risk accounts and expansion opportunities, distinguishing between conversations that preserve revenue and those that are unproductive.

• Proficiency with AI tools in your daily routine — leveraging them to enhance efficiency, better prioritize, and craft effective outreach.

• A high-velocity mindset: adept at managing a shared inbox, swiftly triaging signals, and making decisive judgments regarding your time allocation.

• Clear and effective communicator — capable of conducting concise 20-minute consultations that focus on key points and provide the merchant with a defined next step.

• Proactive self-starter who takes initiative: when you identify a problem or opportunity, you act and follow up with insights on what you've learned.

• Nice to have:

• Experience with Shopify or engaging with Shopify merchants.

• Familiarity with Customer Success platforms such as Vitally, Gainsight, or similar.

• Experience in hosting webinars or group enablement sessions.

• Previous exposure to a Product-Led Growth (PLG) strategy.

🏝️ Benefits

• Comprehensive medical, dental, and vision coverage.

• Continuous learning and development opportunities.

• A supportive, collaborative, and international team.