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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 (Enterprise), you will manage a portfolio of ~70–80 ecommerce customers, serving as a strategic partner to drive product adoption, automation maturity, and long-term operational impact.
You will own customer partnerships end-to-end: building relationships with key stakeholders, running quarterly business reviews, understanding customer workflows 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 use cases that scale their operations.
You will monitor account health through usage, engagement, and satisfaction metrics; identify churn risks early; and take proactive action to prevent attrition. You'll manage your book of business independently, maintain accurate customer data in internal systems, and leverage AI tools to improve efficiency across customer workflows and internal processes. Cross-functional collaboration is essential: you'll partner with Sales, Product, and Support teams, surface customer insights that inform product roadmap priorities, and ensure internal teams have clear context when escalating customer needs.
The ideal candidate has 5+ years in Customer Success, Account Management, or similar SaaS roles, with fluent French language skills (required for this Belgrade-based role). You're a strong communicator comfortable running structured customer conversations, curious and proactive about how things work, and able to balance strategic thinking with hands-on execution. Experience with ecommerce brands or support operations is a strong plus. You're passionate about technology, automation, and AI's future in customer support, and motivated to continuously learn and improve in a growing team environment.
