Manager, Enterprise Customer Success
WFA Digital Insight
The demand for skilled customer success managers in the AI-driven commerce space is on the rise, with a 25% growth in hiring over the past year. Gorgias is at the forefront of this trend, and this role is a unique opportunity to lead a team and shape the future of customer success. With the ability to work remotely, this position offers the flexibility and challenge that many professionals are looking for. As the market for conversational commerce continues to expand, candidates with experience in enterprise customer success and AI-driven solutions will be in high demand. Before applying, it's essential to have a deep understanding of the current state of customer success and the role of AI in driving business outcomes.
Job Description
About the Role
The Manager, Enterprise Customer Success role at Gorgias is a critical position that requires a unique blend of leadership, technical, and commercial skills. As the leader of a team of Enterprise Customer Success Managers, you will be responsible for driving AI-powered customer success outcomes for Gorgias's most strategic merchant relationships. This is not a traditional customer success role, but rather a position that requires a deep understanding of AI-driven commerce and the ability to coach a team to deliver high-impact results.The Enterprise Customer Success team at Gorgias works with merchants who have relationships ranging from $30K ARR up to six figures. As AI becomes the cornerstone of modern commerce, the team is at the forefront of helping merchants unlock the full power of Gorgias's AI-driven solutions. This includes configuring and optimizing AI agents, building custom automations and integrations, and delivering personalized support and guidance.
The team is moving fast, and the next chapter of Enterprise Customer Success at Gorgias is about redesigning how customer success works. This includes blending AI agents and human judgment to deliver a new tier of speed, depth, and impact. The Manager, Enterprise Customer Success will be central to this mission, driving the buildout of Gorgias's AI Services as a dedicated value delivery layer.
What You Will Do
- Lead, coach, and develop a team of up to 10 Enterprise Customer Success Managers through regular 1:1s, team rituals, structured performance frameworks, and clear expectations
- Set team OKRs in alignment with CX department strategy, translating high-level goals into actionable, measurable plans
- Own performance management and career development for each direct report, helping your team grow technically, commercially, and professionally
- Upskill your team on emerging technical capabilities, including AI agent management, custom solution building, and data analysis
- Create a culture of genuine accountability and continuous learning within the team
- Collaborate with cross-functional teams, including Sales, Marketing, and Product, to drive alignment and deliver results
- Develop and execute strategies to drive customer retention, growth, and satisfaction
- Analyze customer data and feedback to identify trends and areas for improvement
- Stay up-to-date with industry trends and developments in AI-driven commerce and customer success
What We Are Looking For
- 5+ years of experience in customer success, preferably in an enterprise setting
- Proven track record of driving customer success outcomes and revenue growth
- Strong technical skills, including experience with AI-driven solutions and data analysis
- Excellent leadership and coaching skills, with the ability to develop and motivate a team
- Strong commercial acumen, with the ability to understand and drive business outcomes
- Experience working with cross-functional teams, including Sales, Marketing, and Product
- Strong communication and interpersonal skills, with the ability to build strong relationships with customers and stakeholders
- Ability to work in a fast-paced, dynamic environment and adapt to changing priorities
Nice to Have
- Experience with AI-driven customer success platforms and tools
- Knowledge of conversational commerce and the role of AI in driving business outcomes
- Familiarity with agile development methodologies and DevOps practices
- Experience working with remote teams and managing distributed workflows
Benefits and Perks
- Competitive salary and bonus structure
- Equity options and stock grants
- Comprehensive health, dental, and vision insurance
- Flexible PTO and vacation policy
- Remote work stipend and home office setup
- Professional development opportunities and training budget
- Access to cutting-edge technology and tools
- Collaborative and dynamic work environment
How to Stand Out
- Develop a strong understanding of AI-driven customer success and the role of AI in driving business outcomes
- Highlight your experience working with cross-functional teams and driving alignment across organizations
- Emphasize your technical skills, including experience with AI-driven solutions and data analysis
- Prepare examples of your ability to coach and develop team members, and drive customer success outcomes
- Be prepared to discuss your experience working with remote teams and managing distributed workflows
- Research the company culture and values, and be prepared to discuss how you align with them
- Practice your ability to communicate complex technical concepts to non-technical stakeholders
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