Enterprise Customer Success Manager (Named Accounts)
WFA Digital Insight
As ecommerce continues to shift towards conversational commerce, the demand for skilled customer success managers has grown significantly. With over 70% of customers now preferring online shopping, companies like Gorgias are at the forefront of this change. To thrive in this role, candidates need to possess a unique blend of technical, business, and interpersonal skills. The ability to drive AI adoption, manage complex accounts, and develop long-term strategies is in high demand, with the global customer success market expected to reach $3.4 billion by 2027. Before applying, candidates should be aware of the rapidly evolving landscape and the need for continuous learning and adaptation.
Job Description
About the Role
The Enterprise Customer Success Manager (Named Accounts) position at Gorgias is a critical role that requires a unique blend of technical, business, and interpersonal skills. As a key member of the Customer Success team, you will be responsible for managing a portfolio of complex and strategic accounts, driving product adoption, automation maturity, and long-term operational impact. Your primary objective will be to build strong relationships with senior stakeholders and decision-makers, leading QBRs and long-term account planning tied to business outcomes.The Customer Success team at Gorgias is dedicated to ensuring clients realize measurable value from the platform by driving product adoption, automation maturity, and long-term operational impact. As an Enterprise Customer Success Manager, you will be working closely with cross-functional teams, including Sales, Product, and Support, to drive customer outcomes and identify opportunities for growth.
Gorgias is revolutionizing customer service for ecommerce businesses by providing a unified AI agent that sells, supports, and re-engages customers across the entire journey. The company's mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent.
What You Will Do
- Own a portfolio of ~40 enterprise customers, including ~10 high-complexity accounts
- Build relationships with senior stakeholders and decision-makers
- Lead QBRs and long-term account planning tied to business outcomes
- Navigate complex customer environments with multiple stakeholders
- Drive advanced adoption of AI, automation, and integrations
- Guide customers through complex implementations and custom workflows
- Act as a strategic advisor on scaling support operations
- Help customers move toward more efficient and automated setups
- Own retention for high-value accounts
- Identify risks early and drive recovery plans
- Partner with Sales on expansion opportunities
- Operate with a high level of autonomy, managing your portfolio with clear prioritization and focus on impact
- Use AI and internal tools to improve both customer workflows and your own efficiency
What We Are Looking For
- 5+ years of experience in Customer Success, Implementation, Consulting, or similar
- Experience managing complex enterprise customers
- Strong project management and problem-solving skills
- Comfortable operating both strategically and hands-on
- Ability to influence stakeholders and drive outcomes without authority
- Curious, structured, and highly ownership-driven
- Experience with ecommerce or support operations is a strong plus
- Passionate about technology, automation, and the future of AI in customer support
- Motivated to continuously learn, improve, and contribute to a growing team environment
- Strong proficiency in Excel
- Ability to work in a fast-paced environment and adapt to changing priorities
Nice to Have
- Experience with AI-powered workflows and integrations
- Knowledge of conversational commerce and its applications in ecommerce
- Familiarity with customer support operations and ticketing systems
- Certification in customer success or a related field
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing and innovative company
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible working hours and remote work options
- Access to the latest tools and technologies
- Recognition and rewards for outstanding performance
- Comprehensive health insurance and wellness programs
- Generous PTO and vacation days
How to Stand Out
- Make sure to highlight your experience with complex enterprise customers and your ability to drive product adoption and automation maturity.
- Familiarize yourself with Gorgias' AI-powered platform and its applications in ecommerce, as well as the company's mission and values.
- Be prepared to provide specific examples of your experience with customer success, implementation, and consulting, and how you can apply those skills to this role.
- Research the company's culture and values, and be prepared to discuss how you can contribute to and thrive in that environment.
- Practice your problem-solving skills and be prepared to provide examples of how you have navigated complex customer environments and driven outcomes without authority.
- Review the job description and requirements carefully, and make sure to address each of the key responsibilities and qualifications in your application and during the interview process.
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