true
Mid-level
<div class="section-wrapper page-full-width"><div class="section page-centered" data-qa="job-description"><div><span style="font-size: 16px;">At </span><a rel="noopener noreferrer" class="postings-link" href="http://clearer.io"><b style="font-size: 16px;">clearer.io</b></a><span style="font-size: 16px;">, we’re reimagining eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps. Our mission is simple but powerful:&nbsp; empower our partners with tools that streamline their operations, build trust, and drive sustainable growth. We’re not just a technology company—we’re here to make ecommerce smarter, simpler, and more impactful, delivering solutions that inspire confidence and create real results.</span></div><div><span style="font-size: 16px;">If you’re ready to cut through the noise and focus on what really matters in a fast-moving ecommerce landscape, </span><a rel="noopener noreferrer" class="postings-link" href="http://clearer.io"><span style="font-size: 16px;">clearer.io</span></a><span style="font-size: 16px;"> is where you can grow, lead, and shape the future of online retail. Join us, and help make ecommerce clearer, more efficient, and more rewarding for everyone.</span></div><div><br/></div><div><b style="font-size: 16px;">Your Impact: </b><span style="font-size: 16px;">We’re seeking a high-impact Customer Success Executive to manage and grow relationships with customers, especially the ones of our Boost product. In this role, you’ll serve as both a strategic advisor and commercial growth driver, owning customer outcomes and revenue expansion. You’ll be accountable not only for retention and satisfaction, but also for identifying and executing cross-sell, upsell, and partner-led growth opportunities across your portfolio.</span></div></div><div class="section page-centered"><div><h3>What you’ll do: </h3><ul class="posting-requirements plain-list"><ul><li><b>Strategic Relationship Management:</b></li><li>Build strong, trust-based relationships with key stakeholders — including power users, champions, and executive sponsors.</li><li>Deliver proactive guidance, strategic business reviews, and success planning that align our platform’s capabilities with customer goals.</li><li>Serve as the customer’s internal advocate, working cross-functionally with global Teams to ensure delivery of value.</li><div><br/></div><div><b>Expansion Revenue & Cross-Sell Execution:</b></div><li>Own expansion revenue within your portfolio — including identifying, qualifying, and closing upsell and cross-sell opportunities.</li><li>Lead commercial growth conversations in collaboration with Sales and Partnerships.</li><li>Execute structured playbooks and adoption campaigns to increase product footprint and maximize account value.</li><div><br/></div><div><b>Portfolio Performance Management:</b></div><li>Manage key metrics including Net Revenue Retention (NRR), Gross Retention, Health Scores, and Product Adoption.</li><li>Analyse customer behavior and engagement trends to surface risks and opportunities early.</li><li>Drive consistent execution of success plans, risk mitigation tactics, and renewal readiness.</li><li>Drive <b>high-velocity personalized outreach</b> on behalf of CSMs (acting like an (Sales Development Representative for expansion demos), including producing and quality-checking sequences in <b>ChatGPT</b> and sending via <b>Apollo</b>.</li><div><br/></div><div><b>Onboarding &&nbsp; White-Glove Service:</b></div><li>Lead onboarding journeys, accelerating time-to-value with clear milestones.</li><li>Provide <b>“white-glove” service</b> after CSM calls, setting up agreed recommendations and actions.</li><li>Work through implementation and follow-up tasks in <b>Vitally</b> to support a seamless customer experience.</li><div><br/></div><div><b>Customer Advocacy & Partner Referrals:</b></div><li>Cultivate advocates through consistent value delivery, supporting case studies, referrals, and testimonials.</li><li>Recommend relevant tech and agency partners to help customers solve problems and grow their businesses.</li><li>Collaborate with the Partnerships and Marketing teams on co-branded success stories and go-to-market opportunities.</li><div><br/></div><div><b>Support & Inbox Management:</b></div><li>Handle <b>support-type questions</b> directed to CSMs, responding on their behalf.</li><li>Manage a <b>shared inbox</b> to ensure timely, consistent customer communication.</li><div><br/></div><div><b>Feedback & Product Collaboration:</b></div><li>Gather insights to inform the product roadmap and surface customer trends.</li><li>Stay on top of product enhancements and industry developments to proactively guide customers.</li></ul></ul></div></div><div class="section page-centered"><div><h3>What you’ll need:</h3><ul class="posting-requirements plain-list"><ul><li>3+ years in Customer Success, Account Management, Support Management or post-sales roles in a SaaS environment</li><li>Experience working with or supporting customers on Shopify (or similar eCommerce platforms) is a must.</li><li>Experience with tools such as <b>Vitally, Apollo, and AI/automation platforms</b> (bonus if you’ve worked with ChatGPT in customer-facing workflows).</li><li>Strong consultative and communication skills, with the ability to guide strategic value conversations</li><li>Proven ability to collaborate cross-functionally with Sales, Product, Partnerships, and Marketing</li><li>Organised and data-driven, with experience managing customer portfolios and retention&nbsp;</li><div><br/></div><div><b>What This Role Offers:</b></div><li>Direct impact on growth and expansion within a scaling company</li><li>A collaborative, fast-paced environment with cross-functional exposure</li></ul></ul></div></div><div class="section page-centered"><div><h3>Why clearer.io?</h3><ul class="posting-requirements plain-list"><ul><li>We believe in making things simpler - for our customers, and for each other. That means clarity, purpose, and progress guide everything we do.&nbsp;</li><li><b>Customers at the heart</b>: We obsess over their needs so we can grow together</li><li><b>Purposeful progress:</b> We don’t settle. We take initiative and embrace bold thinking.&nbsp;&nbsp;</li><li><b>Endless innovation: </b>We refine, improve, and take meaningful action</li><li><b>Always open:</b> We build trust through transparency and global collaboration&nbsp;</li><div><br/></div><div><b>Clearer benefits: </b></div><li>100% Remote Culture: Work from anywhere that brings you happiness.</li><li>Performance-based Year-End Bonus: Recognizing and rewarding your individual contributions.</li><li>Wellness Allowance: Support for classes promoting physical and mental health.</li><li>Time Off: 20 days/year, in addition to Vietnam holidays.</li><li>MacBook Provided.</li><li>Collaborative Events: Offline meet-ups, monthly gatherings and year-end party.</li><li>Continuous Learning: Technical and general workshops, online resources.</li><li>Health and Wellness Benefits: Generali Health Care, annual check-up.</li><li>International Exposure: Enhance expertise and English communication skills.</li><div><br/></div><li><b>Working hours:</b> 8:00 AM – 5:00 PM (Vietnam time), Monday to Friday.</li><div><br/></div><div><b>We’re here to make things clearer </b>- in ecommerce and in employee experience. If that sounds like your kind of role, we’d love to hear from you</div></ul></ul></div></div><div class="section page-centered last-section-apply" data-qa="btn-apply-bottom"><a class="postings-btn template-btn-submit hex-color" data-qa="show-page-apply" href="https://jobs.lever.co/Clearer/90e98b78-47b8-4051-bd99-28e9a2e4ef2c/apply">Apply for this job</a></div></div>