Enterprise Customer Success Manager (Named Accounts)
WFA Digital Insight
In today's rapidly evolving ecommerce landscape, customer success managers with expertise in AI and automation are in high demand. With the market for conversational commerce expected to grow significantly, professionals with skills in Excel, project management, and strategic partnership-building are highly sought after. Gorgias, a pioneer in this space, is now hiring an Enterprise Customer Success Manager to lead their most strategic accounts. As a candidate, you should be prepared to showcase your ability to drive product adoption, navigate complex customer environments, and contribute to the development of scalable solutions. With the demand for skilled customer success professionals increasing by over 20% annually, this role offers a unique opportunity to make a lasting impact in the industry.
Job Description
About the Role
The Enterprise Customer Success Manager role at Gorgias is a critical position that requires a deep understanding of customer needs, technical expertise, and strategic partnership-building skills. As a key member of the Customer Success team, you will be responsible for managing a portfolio of approximately 40 enterprise customers, including a subset of highly complex accounts. Your primary objective will be to drive advanced adoption of AI, automation, and integrations, while ensuring that customers realize measurable value from the Gorgias platform.The role entails building strong relationships with senior stakeholders and decision-makers, leading quarterly business reviews, and developing long-term account plans tied to business outcomes. You will also be expected to navigate complex customer environments with multiple stakeholders, identify risks early, and drive recovery plans to ensure customer retention. As a senior partner across business, operations, and technical strategy, you will act as a strategic advisor on scaling support operations and help customers move toward more efficient and automated setups.
Gorgias is revolutionizing customer service for ecommerce businesses, and this role is an opportunity to be at the forefront of this shift. By combining deep product expertise with the latest in AI, the company is making shopping feel more natural, human, and connected than ever before. As an Enterprise Customer Success Manager, you will be an integral part of this mission, driving customer success and contributing to the development of scalable solutions that meet the evolving needs of ecommerce businesses.
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
- 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
- Identify patterns across accounts and contribute to improving team playbooks and best practices
- Bring structure to ambiguous situations and create scalable solutions for complex customer needs
- Partner with Sales, Product, and Support teams to drive customer outcomes
What We Are Looking For
- 5+ years of experience in Customer Success, Implementation, Consulting, or a similar field
- Proven track record of managing complex enterprise customers
- Strong project management and problem-solving skills
- Ability to influence stakeholders and drive outcomes without authority
- Experience with ecommerce or support operations is highly desirable
- Passion for technology, automation, and the future of AI in customer support
- Strong Excel skills and ability to analyze data to inform customer success strategies
- Excellent communication and interpersonal skills
- Ability to work in a fast-paced environment and adapt to changing priorities
- Strong business acumen and understanding of ecommerce business operations
Nice to Have
- Experience with AI-powered workflows and automation tools
- Knowledge of conversational commerce and its applications in ecommerce
- Familiarity with sales and marketing operations
- Certification in customer success or a related field
- Experience working with cross-functional teams, including Sales, Product, and Support
Benefits and Perks
- Competitive compensation package
- Opportunity to work with a pioneering company in the conversational commerce space
- Collaborative and dynamic work environment
- Professional development opportunities, including training and certification programs
- Flexible remote work arrangements
- Access to the latest tools and technologies, including AI and automation software
- Comprehensive health and wellness benefits
- Generous paid time off policy
- Remote work stipend and home office setup support
How to Stand Out
- Be prepared to showcase your expertise in AI-powered workflows and automation, and how you can apply these skills to drive customer success.
- Highlight your experience in managing complex enterprise customers and navigating multiple stakeholders.
- Develop a strong understanding of the ecommerce industry and the role of conversational commerce in it.
- Create a portfolio that demonstrates your ability to drive product adoption, develop long-term account plans, and contribute to the development of scalable solutions.
- Prepare to discuss your experience with Excel and data analysis, and how you can apply these skills to inform customer success strategies.
- Research the company culture and values, and be prepared to discuss how you can contribute to the team's mission and goals.
- Be ready to provide specific examples of times when you had to navigate complex customer environments, identify risks, and drive recovery plans.
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