Senior Director of Client Solutions

Meet Gorgias, the leading customer experience platform tailored for ecommerce, empowering over 14,000 brands, including Steve Madden and Glossier, to offer exceptional support across channels like email, chat, voice, and social media.

Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.

As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.

Join us in our mission to deliver effortless support at every stage of growth.

About the Team

⭐️ The Customer Success Team is responsible for driving a world-class experience for our top-tier merchants post-onboarding. Specifically, the team's main charter is to drive product adoption and overall health for each customer. Coming up with a tailored plan based on the merchant's needs we drive long-term expansion while reducing overall contraction and churn.

🤖 With AI and automation being at the forefront of what we do here Gorgias the Customer Success Team is a critical player, consistently driving automation rate up for our merchants.

🌍 The team has 20+ members and is globally dispersed across Australia, Europe, The United States, and Canada. Each CSM is responsible for 50+ merchants connecting with their customers multiple times each quarter to drive success.

We are looking for a people-driven, operational, and data-first leader who can drive the team to success in this next phase of Gorgias. As a Senior Director you will have 3-5 direct managers each managing 6-8 CSMs.

What you'll do

• Own product adoption and retention metrics for post-onboarding top-tier customers - ~10% of logos

• Set and drive the roadmap for the team - being able to think +6mo ahead

• Report out on both how metrics are tracking and why they are tracking ahead or behind week over week

• Create an operational working model that highlights all risks [churn contraction], and opportunities [expansion] systematically - approaching the levers proactively with your leaders

• Systematize how CSMs are managing their book of business creating a world-class standard

• Launch and maintain quality standards across the team to ensure call adherence, playbooks, and pre-post work are consistently carried out

• Provide product insights to x-functional partners through streamlined qualitative and quantitative methods

• Create a world-class team investing in leadership and driving expectations and accountability

• Work with x-functional partners and come up with a strategy to rollout initiatives impacting the Customer Success Team

• Be the voice of our top-tier customers being able to speak to their pain points and what they are loving

Who you are

• 10+ years in a leadership role building and scaling high-performing customer-facing teams ideally in the AI, enterprise, and B2B space; strategy background strongly encouraged

• Aren’t afraid to get your hands dirty: we are still very much a startup which means you may need to create playbooks, build a model from scratch, etc

• Operationally minded and have built operational programs from the ground up ex: set up a CRM system, automated workflows, created a quality program

• Data-minded: can model out a forecast, dig into data to find patterns, enjoy sizing opportunities, have created reporting requirements for more technical teams, SQL experience a plus

• Can manage up and down: have worked for a VP+ and have had layers between you and the ICs on the team. You build trust in both directions and know how to tailor your message based on the person you are talking to

• Have taken a team from less than 20 to 30+ in a short period knowing how to scale, change manage, and access or change skill sets along the way

• People experience is core to who you are: you have years of experience managing different levels, personalities, and skill sets and can quickly access talent; experience giving direct feedback and leveling up teams

• Multi-tasking is your skillset: you can manage multiple things at once such as a rollout, hiring, driving a new operational model, etc all at the same time

• Love working with customers directly: you love working directly with a handful of accounts yourself to stay close to feedback, drive enhancements to playbooks, etc

Nice to have:

• Automate, AI industry experience

• Consulting or strategy background

• Product operations/product adoption ba