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Gorgias is building a unified AI agent platform for conversational commerce—enabling brands to sell, support, and re-engage customers through intelligent conversations. The Customer Success team ensures ecommerce clients realize measurable value by driving product adoption, automation maturity, and long-term operational impact.
As a Commercial Customer Success Manager, you will manage a large portfolio of ecommerce merchants, serving as a strategic partner to guide them through product adoption, optimization, and sustained success. You'll help customers implement AI-powered workflows, automate support operations, and align Gorgias with their business goals.
Key responsibilities include:
**Customer Partnership & Account Strategy**: Manage a high-volume book of commercial ecommerce customers. Maintain strong account pulse through proactive and reactive engagement. Run regular check-ins with higher-value customers and support them with structured conversations. Understand customer workflows, goals, and blockers. Help customers improve their day-to-day use of Gorgias.
**Product Adoption & Optimization**: Drive adoption of Gorgias features including automation, AI, and integrations. Analyze support workflows and recommend improvements for common use cases. Implement automation and AI workflows to improve customer efficiency. Troubleshoot product issues and resolve blockers. Get hands-on in customer setups when needed.
**Customer Health & Risk Management**: Monitor account health signals (usage, engagement, sentiment) across your portfolio. Identify risk signals and take action to prevent churn. Focus on improving adoption and setup quality as key retention drivers. Support renewal conversations for lower-risk or flat renewals.
**Operational Excellence & AI Enablement**: Maintain accurate customer data and engagement tracking. Manage your book of business in a structured, organized way. Prioritize accounts based on impact and risk. Use AI and internal tools to improve efficiency. Contribute insights and patterns to improve team processes.
**Cross-Functional Collaboration**: Partner with Sales, Product, and Support teams to resolve issues and improve outcomes. Escalate when needed with clear context. Share recurring customer challenges and insights with internal teams.
You bring 2+ years in Customer Success, Support, Account Management, or customer-facing SaaS roles. You're comfortable managing high-volume account portfolios and are a strong communicator who guides customers through practical, solution-oriented conversations. You're support-oriented and hands-on, enjoying helping customers solve real problems. You're curious and detail-oriented, interested in how systems and workflows actually function. You're organized and prioritize effectively across many customers. Experience with ecommerce, support operations, automation tools, or interest in AI and customer support is a strong plus.
