Customer Success Lead - Remote

Overview

As the Customer Success Lead at clearer.io, you'll play a strategic role in shaping and improving our global customer success operations. You'll work closely with the Director of Customer Success to trial, implement, and scale initiatives that improve onboarding, retention, expansion, and overall customer experience.

In Short

• Co-develop and execute global customer success strategies focused on retention, expansion, and churn prevention.
• Pilot new initiatives and drive internal enablement across the Customer Success team.
• Act as a trusted advisor to both customers and internal stakeholders.
• Analyze customer feedback and usage data to drive insights and continuous improvement.
• Support upsell and cross-sell efforts in collaboration with Sales and Marketing.
• Monitor performance metrics and report on the effectiveness of CS initiatives.
• Lead escalations and ensure issues are resolved with urgency and care.
• Build scalable onboarding, engagement, and retention frameworks using Vitally.io.
• Optimize customer success operations and processes to drive efficiency and results.

Requirements

• 4+ years of experience in Customer Success or Account Management, preferably in a SaaS environment.
• A proven track record of leading customer success initiatives that drive measurable results.
• Strong analytical and strategic thinking skills.
• Clear, confident communication and relationship-building abilities.
• Excellent project management skills and comfort working cross-functionally.
• Familiarity with CRM platforms and CS tools (experience with Vitally.io a plus).
• A proactive mindset and the ability to thrive in a fast-paced, evolving environment.
• Passion for customer advocacy and delivering exceptional experience.

Benefits

• Customers at the heart: We make our customers the stars of our show and help them thrive.
• Purposeful progress: We harness our ingenuity to keep leveling up and growing stronger.
• Endless innovation: We take action, refine our work, and drive meaningful growth for each other and our customers.
• Always open: With transparency we simplify the complex, collaborate globally and empower everyone.