Senior Customer Success Manager – Enterprise

🕒 Junho 30

🏄 California – Remoto

🏄 California – Remote

💵 $136.499 - $154.827 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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Gorgias

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🛍️ Comércio Eletrônico

☁️ SaaS

💰 $30.000.000 Series C em 2022-08

eCommerce • SaaS

Conheça a Gorgias, a plataforma de atendimento ao cliente projetada para comerciantes de e-commerce e criada para suportar todas as ferramentas em seu stack. Nosso produto unifica o suporte via e-mail, chat ao vivo, voz, Facebook, Instagram, Twitter e SMS em um único feed para ajudar nossos comerciantes a oferecer experiências excepcionais ao cliente em escala nas plataformas Shopify, BigCommerce e Magento. Tudo o que fazemos é para nossos clientes e atualmente estamos atendendo mais de 10.000 comerciantes de e-commerce, incluindo Steve Madden, Timbuk2, Decathlon e Sports Illustrated. Eles nos adoram por nosso produto inovador, nosso foco nas necessidades de e-commerce e, claro, nossos tempos de resposta ao atendimento ao cliente incrivelmente rápidos.

Descrição

• Manage a portfolio of ~70-80 ecommerce customers • Build relationships with key stakeholders and run regular check-ins and QBRs • Understand customer goals, workflows, and operational challenges • Develop account plans focused on adoption, efficiency, and long-term value • Support renewal conversations for lower-risk or smaller expansions • 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 (usage, engagement, satisfaction) • Identify risks early and take action to prevent churn • 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 • Ensure internal teams have clear context when escalating customer needs

🎯 Requisitos

• 3+ years in Customer Success, Account Management, or similar roles • Experience managing multiple customers in a SaaS environment • Strong communicator who can run structured conversations with customers • Curious and proactive - you like getting into the details of how things work • Comfortable balancing strategic conversations with hands-on execution • Experience working with ecommerce brands or support operations is a strong plus • Passionate about technology, automation, and the future of AI in customer support • Motivated to continuously learn, improve, and contribute to a growing team environment

🏖️ Benefícios

• Offers Equity • Commission