Enterprise Customer Success Manager

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.

About the CSM Team

At Gorgias, we are revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients derive maximum value from our platform, fostering long-term relationships and driving success in their customer service operations.

As an Enterprise Customer Success Manager, you will play a vital role in shaping our top merchants' journey with Gorgias. You will help leading e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products.

What you'll do

• Manage a portfolio of our top e-commerce brands at Gorgias, handling a significant book of business.

• Build and maintain strong relationships with your clients to reduce churn and contraction

• Drive growth by working closely with customers' technical and business executive leadership teams to deeply understand their business and technical objectives and execute strategic plans.

• Identify opportunities for optimization, expansion, and cross-sell

• Foster relationships and customer loyalty by visiting accounts based on the East Coast on a regular basis (travel 25%)

• Participate in conferences, industry events, private hosted events and onsite planning sessions with customers

• Apply domain and technical knowledge of the Gorgias platform, best practices, and customer insights to remove barriers and lead key resources, both internally and externally, to support the customer's success.

• Engage regularly with customers through our touchpoint framework, including user shadowing, strategic discovery, business reviews, and roadmap presentations.

• Analyze customers' product usage data proactively and take necessary actions to mitigate risk, improve product adoption, and decrease churn.

• Collaborate with customer-facing account teams and executives (Sales, Account Management, Executive Team, Product, Engineering, and partners) to ensure overall platform success.

Who you are

• 7 years of relevant work experience in customer success, strategic account management (handling approximately 20-40 accounts, that are enterprise), or strategic consulting roles, with a mandatory background in SaaS.

• Experience with navigating large organizations to identify and build relationships with key stakeholders and decision-making executives

• Proven track record of driving expansion and churn mitigation across a portfolio exceeding $1m ARR.

Skills and Expectations

• Experience using role and industry-relevant CRM and reporting software and tools.

• Disciplined in accurately documenting account plans, progress, and opportunities - and identifying any risk.

• Strong technical acumen to identify, diagnose, and present solutions to complex technical issues and effectively communicate product release information.

• A strategic thinker capable of guiding customers on their strategy, managing projects, and driving impactful results.

• Ability to communicate effectively with key stakeholders at all levels of seniority, including C-level executives.

• Exceptional communication, interpersonal, follow-up, and attention to detail.

• Ability to handle technical tasks independently and delve into the details.

• Work Ethic: Highly organized, capable of managing multiple tasks and activities simultaneously.

• Startup Acumen: Thrives in a dynamic, fast-paced environment, self-motivated, and adaptable.

• Relationship Building: Dedicated to cultivating and sustaining customer relationships to reduce churn and enhance engagement.

• Continuous Learner: Committed to ongoing personal and professional development.

• Diplomacy: Demonstrates tact and composure under pressure when resolving customer issues.

Diversity & Inclusion at Gorgias We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at [email protected]. Let’s grow together!