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Gorgias is building a unified AI agent platform that enables conversational commerce—turning customer interactions into relationships through intelligent, personalized shopping experiences. The platform combines AI with deep product expertise to help ecommerce brands sell, support, and re-engage customers across the entire customer journey.
As a Commercial Customer Success Manager, you will serve as a strategic partner to a portfolio of ecommerce merchants, guiding them through product adoption, optimization, and long-term success. You'll manage a large, high-volume book of commercial accounts and ensure customers realize measurable value from the Gorgias platform.
Key responsibilities include:
**Customer Partnership & Account Strategy**: Manage a large portfolio of commercial ecommerce customers with a mix of proactive and reactive engagement. Run regular check-ins, understand customer workflows and goals, and support day-to-day platform usage optimization.
**Product Adoption & Optimization**: Drive adoption of Gorgias features including automation, AI, and integrations. Analyze support workflows, recommend improvements, help implement automation and AI workflows, troubleshoot issues, and get hands-on with customer setups when needed.
**Customer Health & Risk Management**: Monitor account health signals (usage, engagement, sentiment) across your portfolio. Identify risk signals to prevent churn, focus on improving adoption and setup quality, and support renewal conversations.
**Operational Excellence & AI Enablement**: Maintain accurate customer data in internal systems, manage your book of business in a structured way, prioritize accounts based on impact and risk, and use AI tools to improve efficiency.
**Cross-Functional Collaboration**: Partner with Sales, Product, and Support teams to resolve issues and improve outcomes. Escalate when needed and share recurring customer challenges with internal teams.
You bring 2+ years of experience in Customer Success, Support, Account Management, or customer-facing SaaS roles. You're comfortable managing high-volume account portfolios, are a strong communicator who guides customers through practical solutions, and are support-oriented and hands-on. You're organized, detail-oriented, and curious about how systems and workflows function. Experience with ecommerce, support operations, automation tools, or interest in AI is a strong plus.
Gorgias embraces AI as a natural extension of work—teams use it daily for research, writing, analysis, and crafting better customer experiences. Everyone has access to premium AI tools and an annual L&D budget.
