Senior Customer Success Manager - Enterprise

About the Role

Given the fast-paced nature of the ecommerce industry, this role requires a unique blend of strategic thinking, technical aptitude, and interpersonal skills. You will be working closely with customers to understand their business goals, identify areas of improvement, and develop tailored solutions that meet their needs. Your success will be measured by the value you bring to your customers, as well as your ability to expand Gorgias' footprint within the ecommerce market.

As part of the Gorgias team, you will be part of a dynamic and innovative environment that is shaping the future of conversational commerce. With a strong focus on quality, experience, and re-engagement, Gorgias is committed to turning every interaction between brands and their customers into meaningful relationships. This is an exciting time to join the company, as it continues to push the boundaries of what is possible in ecommerce.

What You Will Do

• Manage a portfolio of approximately 70-80 ecommerce customers, developing and executing strategic account plans to drive adoption, efficiency, and long-term value.
• Build and maintain strong relationships with key stakeholders, conducting regular check-ins and quarterly business reviews to ensure alignment with customer goals.
• Analyze customer workflows and support operations, recommending improvements and implementing AI-powered workflows and automation where possible.
• Collaborate with internal teams, including Sales, Product, and Support, to drive customer outcomes and inform product roadmap priorities.
• Develop and deliver training sessions, webinars, or other educational content to help customers optimize their use of the Gorgias platform.
• Troubleshoot issues and partner with internal teams to resolve customer complaints in a timely and professional manner.
• Maintain accurate customer data and engagement metrics, using this information to inform account strategies and improve customer health.
• Leverage AI tools and other technologies to streamline customer workflows and improve the overall customer experience.
• Identify and mitigate risks to customer retention, developing proactive strategies to prevent churn and ensure long-term customer satisfaction.
• Support renewal conversations for lower-risk or smaller expansion cases, ensuring customers continue to see value in the Gorgias platform.

What We Are Looking For

• A minimum of 3 years of experience in Customer Success, Account Management, or a related field, preferably in a SaaS environment.
• Proven track record of managing multiple customer relationships and driving business growth through strategic account planning.
• Strong analytical and problem-solving skills, with the ability to interpret customer data and develop actionable insights.
• Excellent communication and interpersonal skills, with experience in running structured conversations with customers and stakeholders.
• Ability to balance strategic thinking with hands-on execution, prioritizing tasks and managing time effectively in a fast-paced environment.
• Experience working with ecommerce brands or support operations is highly desirable, as is familiarity with AI-powered tools and technologies.
• Strong proficiency in Excel, with the ability to maintain accurate records and analyze customer metrics.
• A curious and proactive mindset, with a passion for continuous learning and professional development.

Nice to Have

• Experience with project management tools and methodologies, such as Asana, Trello, or Agile.
• Knowledge of AI and machine learning principles, with a understanding of how these technologies can be applied in a customer success context.
• Familiarity with ecommerce platforms, such as Shopify or Magento, and their integration with customer support tools.
• Certification in customer success or a related field, such as CSM or CSPO.

Benefits and Perks

• Competitive salary and benefits package, with opportunities for professional growth and development.
• The chance to work with a dynamic and innovative company that is shaping the future of conversational commerce.
• A collaborative and supportive work environment, with a team of experienced professionals who are passionate about customer success.
• Flexible working arrangements, including remote work options and a flexible schedule.
• Access to the latest tools and technologies, including AI-powered platforms and customer support software.
• Ongoing training and development opportunities, to help you stay up-to-date with the latest trends and best practices in customer success.
• A culture that values diversity, equity, and inclusion, with a commitment to creating a welcoming and inclusive work environment.

• When applying for this role, be sure to highlight your experience in managing multiple customer relationships and driving business growth through strategic account planning.
• Develop a strong understanding of the Gorgias platform and its applications in ecommerce, as well as the company's approach to conversational commerce.
• Be prepared to provide specific examples of your experience in driving product adoption and process automation, as well as your ability to analyze customer data and develop actionable insights.
• Showcase your proficiency in Excel, as well as any other tools or technologies relevant to the role.
• Research the company culture and values, and be prepared to discuss how your own values and approach to customer success align with those of Gorgias.
• Practice your communication and interpersonal skills, as these will be critical in building strong relationships with customers and stakeholders.
• Consider developing a portfolio or case studies that demonstrate your experience and achievements in customer success, to help you stand out as a candidate.