Customer Success Executive
Sydney
Clearer.io – Customer Success /
Full-time /
On-site
At clearer.io, we’re reimagining eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps. Our mission is simple but powerful: 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.
If you’re ready to cut through the noise and focus on what really matters in a fast-moving ecommerce landscape, clearer.io 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.
Your Impact: We’re seeking a high-impact Customer Success Executive to manage and grow relationships with customers. 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.
What you’ll do:
- Strategic Relationship Management
- Build strong, trust-based relationships with key stakeholders — including power users, champions, and executive sponsors.
- Deliver proactive guidance, strategic business reviews, and success planning that align our platform’s capabilities with customer goals.
- Serve as the customer’s internal advocate, working cross-functionally to ensure delivery of value.
- Expansion Revenue & Cross-Sell Execution
- Own expansion revenue within your portfolio — including identifying, qualifying, and closing upsell and cross-sell opportunities.
- Lead commercial growth conversations in collaboration with Sales and Partnerships.
- Execute structured playbooks and adoption campaigns to increase product footprint and maximize account value.
- Portfolio Performance Management
- Manage key metrics including Net Revenue Retention (NRR), Gross Retention, Health Scores, and Product Adoption.
- Analyse customer behavior and engagement trends to surface risks and opportunities early.
- Drive consistent execution of success plans, risk mitigation tactics, and renewal readiness.
- Onboarding & Enablement
- Lead customers through onboarding, accelerating time-to-value through clear milestones and tailored implementation support.
- Provide training and guidance for different user personas to increase adoption and engagement.
- Customer Advocacy & Partner Referrals
- Cultivate advocates through consistent value delivery, supporting case studies, referrals, and testimonials.
- Recommend relevant tech and agency partners to help customers solve problems and grow their businesses.
- Collaborate with the Partnerships and Marketing teams on co-branded success stories and go-to-market opportunities.
- Feedback & Product Collaboration
- Gather customer insights to inform our product roadmap and surface trends to internal stakeholders.
- Stay up to date on platform enhancements and industry trends to proactively guide customers on new capabilities.
What you’ll need:
- 3+ years in Customer Success, Account Management, or post-sales roles in a SaaS environment
- Experience working with or supporting customers on Shopify (or similar eCommerce platforms) is strongly preferred.
- Demonstrated success driving expansion revenue and managing commercial conversations
- Strong consultative and communication skills, with the ability to guide strategic value conversations
- Proven ability to collaborate cross-functionally with Sales, Product, Partnerships, and Marketing
- Organised and data-driven, with experience managing customer portfolios and retention
What this role offers:
- Direct impact on growth and expansion within a scaling company
- A collaborative, fast-paced environment with cross-functional exposure
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
- We’re here to make things clearer - If that sounds like your kind of role, we’d love to hear from you
