Enterprise Customer Success Manager

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

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), 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.

• 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

• Ability to communicate effectively with key points of contact and stakeholders of various levels of seniority

• 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.

Perks & Benefits

• 🏖️ 5-week vacation

• 🤕 Paid sick leave

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 🍽️ Monthly lunch stipend of $300

• 🏥 Health