SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Gorgias is building a unified AI agent platform for conversational commerce—enabling ecommerce brands to sell, support, and re-engage customers through intelligent conversations. As a Senior Customer Success Manager for Enterprise accounts, you will manage a portfolio of approximately 70–80 ecommerce customers, serving as a strategic partner to drive product adoption, automation maturity, and long-term operational impact.
You will own the full customer lifecycle for your book of business: building relationships with key stakeholders, running quarterly business reviews and regular check-ins, understanding customer goals and operational challenges, and developing account plans focused on adoption, efficiency, and measurable value. You'll drive adoption of Gorgias features—including AI, automation, and integrations—by analyzing support workflows, recommending improvements, and helping customers implement AI-powered use cases. You'll monitor account health through usage, engagement, and satisfaction metrics; identify churn risks early; and take proactive action to retain and expand accounts.
You'll work cross-functionally with Sales, Product, and Support teams, surfacing customer insights that inform product roadmap priorities and ensuring internal teams have clear context when escalating needs. You'll maintain accurate customer data in internal systems, manage your book independently while prioritizing high-impact activities, and leverage AI tools to improve efficiency in both customer workflows and internal processes. The role rewards curiosity, hands-on execution, and a passion for automation and AI in customer support.
Ideal candidates have 5+ years in Customer Success, Account Management, or similar roles in SaaS environments; strong communication skills for structured customer conversations; comfort balancing strategic dialogue with operational detail; and ideally, experience with ecommerce brands or support operations. You're motivated to continuously learn, experiment with new approaches, and contribute insights that improve team playbooks.
