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Gorgias is building a unified AI agent platform that enables conversational commerce—turning customer interactions into relationships through intelligent, seamless shopping experiences. The platform combines AI with deep product expertise to help ecommerce brands sell, support, and re-engage customers across the entire journey.
As an Enterprise Customer Success Manager, you will serve as a strategic partner to a portfolio of approximately 50–60 ecommerce merchants. Your primary responsibilities include managing customer relationships, driving product adoption, and ensuring long-term operational success.
Key responsibilities:
• Manage a portfolio of 50–60 ecommerce customers, building relationships with key stakeholders and conducting regular check-ins and quarterly business reviews (QBRs).
• Understand customer goals, workflows, and operational challenges; develop account plans focused on adoption, efficiency, and long-term value.
• Drive adoption of Gorgias features including AI, automation, and integrations; analyze support workflows and recommend improvements.
• Help customers implement automation and AI use cases; troubleshoot issues and partner with internal teams when needed.
• Monitor account health through usage, engagement, and satisfaction metrics; identify risks early and take action to prevent churn.
• Support renewal conversations for lower-risk or smaller expansion cases.
• Maintain accurate customer data and engagement tracking in internal systems; manage your book of business independently while prioritizing high-impact activities.
• Leverage AI tools to improve efficiency across customer workflows and internal processes; experiment with new approaches and share insights that improve team processes and playbooks.
• Partner with Sales, Product, and Support teams to drive customer outcomes; surface customer insights that inform product improvements and roadmap priorities.
You should have 5+ years of experience in Customer Success, Account Management, or similar roles in a SaaS environment. Experience with ecommerce brands or support operations is a strong plus. You are a strong communicator comfortable running structured conversations with customers, curious and proactive about how things work, and able to balance strategic conversations with hands-on execution. French language skills are a plus. You are passionate about technology, automation, and the future of AI in customer support, and motivated to continuously learn and contribute to a growing team.
