Team Lead, Customer Success

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 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 a Customer Success Manager, you will play a vital role in shaping our customers' journey with Gorgias. You will help top 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 the CSM team of 4-8 individuals

• Own your team's metrics and drive the plan to exceed them, specifically expansion, churn mitigation, and business reviews

• Implement best practices, process improvements, training, playbooks, and feedback loops to ensure the team has consistently valuable conversations with customers

• Conduct call reviews, coach, and give constructive feedback to ensure our interactions drive product adoption

• Create and execute scalable strategies to improve customer engagement, CSAT, health score, and retention

• Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time

• Continuously raise the bar on what’s expected of customer success team members to create a high-performing team

• Create a fun and competitive global environment

Who you are:

• Data and results/execution-oriented; you like to move fast

• 3+ years of experience in leading high-performing CSM teams in B2B enterprise SaaS and 5+ years of experience in customer-facing roles

• Demonstrated ability in leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers

• Proven track record of owning and hitting team metrics

• Passionate about developing people and coaching your team

• High energy leader with excellent cross-functional collaboration skills to drive customer initiatives

• Desire for continuous learning and improvement with enthusiasm that inspires others

• Player-coach mentality and willingness to work with customers

Perks and Benefits

• 🏖️ 5-week vacation

• 🤕 Paid sick leave

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Monthly lunch stipend of $300

• 🏥 Health insurance with up to 100% of premiums paid for employees - Anthem explore our plans

• 👵🏼 Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.

• 💆🏻‍♀️ Get up to $700 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to $2000 of learning material and wellness support per year! This includes $1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a $500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

Why join us?

🚀 We're among the fastest-growing startups in the eCommerce ecosystem

🦄 We've built an extremely efficient go-to-market engine

🥇 Work with a talented team you'll learn a lot from

🙏 Join a company where automation and good & clean data are core beliefs shared by all

🎥