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Customer Success Executive

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Canada

Offer summary

Qualifications:

Proven experience in customer success or account management, preferably in a global SaaS company., Strong analytical skills to interpret complex data and customer feedback., Excellent communication and interpersonal skills for building relationships with customers and stakeholders., Familiarity with CRM software and customer success management tools..

Key responsibilities:

  • Develop and execute a global customer success strategy aligned with company objectives.
  • Analyze customer data to identify trends and areas for improvement in customer success initiatives.
  • Collaborate with marketing and sales teams to identify upsell and cross-sell opportunities.
  • Monitor key performance metrics and provide regular updates to management on customer success initiatives.

Clearer.io (Formerly known as AppHub) logo
Clearer.io (Formerly known as AppHub) Scaleup https://www.clearer.io/
51 - 200 Employees
See all jobs

Job description

About Us 
clearer.io's mission is to continue to create software to advance the future of commerce. We’re achieving this by delivering and building upon a comprehensive suite of ecosystem leading apps all providing unparalleled customer support that helps e-commerce businesses reach new heights.

Our comprehensive product lineup encompasses 25 individual solutions that cater to various aspects a ecommerce retailer will need such as reviews, conversion, marketing, and shipping, all of which are compatible with both Shopify and non-Shopify platforms. Our integrated and bundled solutions deliver a smoother experience for retailers at any stage of their journey.

Joining the clearer.io global team is an incredibly exciting opportunity right now. We are currently on an exceptional trajectory of growth and investment, fueled by our unwavering commitment to providing the highest quality products in the ecommerce marketplace. 

The Customer Success executive plays a pivotal role in strategic projects focused on enhancing our global customer success maturity. The role will involve collaborating with cross-functional teams, identifying customer success improvement areas, and implementing and monitoring strategies to ensure customer satisfaction, retention, and expansion. Additionally, you will drive improvements to processes and operations through Vitally.i.o, our internal customer success operations platform to support your Customer Success peers.

What you’ll do:
  • Develop and execute a comprehensive global customer success strategy with the VP of Global Growth aligned with the company's objectives. (Retention, Expansion, and Churn Prevention)
  • Trial strategies on Customers to personalize and optimize before roll out Drive enablement and adoption of new strategies internally with the Customer Success Team
  • Serve as a strategic advisor to the internal Customer Success Team and Customers, leveraging your in-depth understanding of the platform and industry best practices.
  • Provide insights and recommendations to maximize the value customers derive from our platform.
  • Analyze customer data and feedback to identify key trends and areas for improvement in customer success initiatives.
  • Collaborate with the marketing and sales teams to identify upsell and cross-sell opportunities within the existing customer base.
  • Monitor and report on key performance metrics, providing regular updates to the management team on the effectiveness of customer success initiatives.
  • Act as a point of escalation for customer concerns, working closely with internal teams to address and resolve issues promptly. Ensure timely communication and a high level of customer satisfaction
  • Design and implement scalable processes and frameworks to enhance customer onboarding, adoption, and retention using Vitally.io.
  • Implement and optimize processes and operations using Vitally.io to streamline customer success operations and enhance the overall efficiency of the Customer Success team.

    • What you’ll need:
  • To live in US or Canada
  • Proven experience in customer success or account management, preferably in a global SaaS company.
  • Demonstrated experience in leading and implementing strategic customer success initiatives that have led to improved customer satisfaction and retention.
  • Strong analytical skills with the ability to interpret complex data and customer feedback to drive actionable insights.
  • Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal stakeholders.
  • Exceptional project management skills with the ability to manage multiple projects simultaneously.
  • Familiarity with CRM software and customer success management tools.
  • A passion for delivering exceptional customer experiences and a deep understanding of customer needs and pain points.
  • Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic work environment.

    • Why clearer.io
  • Customers at the heart: We make our customers the stars of our show and help them thrive. When they grow, so do we. We obsess over their needs so we can dream big on their behalf.
  • Purposeful progress: We harness our ingenuity to keep leveling up and growing stronger. We take initiative, think boldly, and don’t settle for the status quo. Every risk teaches us something new.
  • Endless innovation: We take action, refine our work, and drive meaningful growth for each other and our customers. Humble in our pursuit, we continuously seek to improve. We ask ‘How can we help?’ striving always to make a meaningful
  • Always open: With transparency we simplify the complex, collaborate globally and empower everyone. We believe openness in our communication—with customers, partners, and team members—is essential for building strong relationships.
  • Clear Benefits: Comprehensive medical, dental and vision coverage
    • Be a part of clearer.io—where your expertise fuels real change in eCommerce. Come and join us- it’s clear we’re the place to be!

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Account ManagementCustomer Success ManagementProject ManagementAnalyticsCustomer Success ManagementCustomer Relationship ManagementProcess OptimizationUser Experience (UX)

    Other Skills

    • Analytical Skills
    • Strategic Planning
    • Social Skills
    • Communication
    • Problem Solving
    Are you interested?

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