Enterprise Customer Success Manager

About the Role

The Customer Success team at Gorgias is dedicated to making Conversational Commerce a reality, focusing on quality, experience, and re-engagement to create personal, seamless, and intelligent interactions between brands and their customers. As an Enterprise Customer Success Manager, you will guide customers through product adoption, optimization, and long-term success, helping them implement AI-powered workflows, automate support operations, and align Gorgias with their business goals.

In this role, you will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform. Your expertise and proactive approach will be crucial in driving customer success and growth.

What You Will Do

• Manage a portfolio of approximately 70-80 ecommerce customers, building strong relationships with key stakeholders and running regular check-ins and QBRs.
• Understand customer goals, workflows, and operational challenges to develop account plans focused on adoption, efficiency, and long-term value.
• Support renewal conversations for lower-risk or smaller expansions, ensuring continuous growth and satisfaction.
• Drive adoption of Gorgias features, including AI, automation, and integrations, analyzing support workflows and recommending improvements.
• Help customers implement automation and AI use cases, troubleshooting issues and partnering with internal teams when needed.
• Monitor account health, identifying risks early and taking action to prevent churn, and support renewals for lower-risk or smaller expansion cases.
• Maintain accurate customer data and engagement tracking in internal systems, managing your book of business independently while prioritizing high-impact activities.
• Leverage AI tools to improve efficiency across customer workflows and internal processes, experimenting with new approaches and sharing insights to improve team processes and playbooks.
• Partner with Sales, Product, and Support teams to drive customer outcomes, surfacing customer insights that inform product improvements and roadmap priorities.

What We Are Looking For

• 3+ years of experience in Customer Success, Account Management, or similar roles, with a strong background in managing multiple customers in a SaaS environment.
• Experience working with ecommerce brands or support operations, with a deep understanding of ecommerce operations and customer success principles.
• Strong communication skills, with the ability to run structured conversations with customers and drive adoption of new technologies.
• Curiosity and proactivity, with a keen interest in getting into the details of how things work and improving processes.
• Ability to balance strategic conversations with hands-on execution, prioritizing tasks and managing time efficiently.
• Experience working with AI tools and automation, with a strong understanding of how these technologies can drive business growth.
• Strong analytical skills, with the ability to analyze data and make informed decisions.
• Experience with Excel, with the ability to maintain accurate customer data and engagement tracking in internal systems.

Nice to Have

• Experience working with AI-powered customer service platforms, with a deep understanding of conversational commerce and its applications.
• Knowledge of sales and marketing principles, with the ability to drive revenue growth and expand customer relationships.
• Experience working in a fast-paced, dynamic environment, with a strong ability to adapt to changing circumstances.
• Certification in customer success or a related field, with a commitment to ongoing learning and professional development.

Benefits and Perks

• Competitive salary and benefits package, with opportunities for growth and professional development.
• The chance to work with a leading ecommerce brand, driving the future of conversational commerce and AI-powered customer service.
• A dynamic and supportive work environment, with a team of experienced professionals who are passionate about customer success.
• Opportunities for professional growth and development, with ongoing training and certification programs.
• Flexible working hours and remote work options, with a stipend for home office setup and equipment.
• Access to the latest AI tools and technologies, with opportunities to experiment and innovate.
• A comprehensive health and wellness program, with mental health support and employee assistance programs.

• Tip: Highlight your experience with AI-powered customer service platforms and conversational commerce in your application, as these skills are highly valued by Gorgias.
• Tip: Ensure your resume and cover letter are tailored to the role, with specific examples of how you have driven customer success and growth in previous positions.
• Tip: Be prepared to talk about your experience with ecommerce operations and customer success principles, as well as your ability to balance strategic conversations with hands-on execution.
• Tip: Research Gorgias and its approach to conversational commerce, and be prepared to discuss how you can contribute to the company's mission and goals.
• Tip: Practice your communication skills, as strong communication is critical in this role, and be prepared to provide examples of how you have driven adoption of new technologies and improved customer satisfaction.
• Tip: Consider creating a portfolio that showcases your experience and skills, including any relevant certifications or training programs you have completed.
• Tip: Be prepared to negotiate your salary and benefits package, and do not be afraid to ask questions about the company culture and work environment.