Enterprise Customer Success Manager

🕒 March 25

🏢🏡 San Francisco – Hybrid

💵 $117.5k - $129.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Gorgias

WebsiteLinkedInAll Job Openings

201 - 500 employees

💰 $30M Series C on 2022-08

Meet Gorgias, the customer service platform that’s designed for ecommerce merchants, and built to support all the tools in their stack. Our product unifies support over email, live chat, voice, Facebook, Instagram, Twitter, and SMS in one feed to help our merchants provide exceptional customer experiences at scale on Shopify, BigCommerce, and Magento.

📋 Description

• 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 • Support renewals 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 • Ensure internal teams have clear context when escalating customer needs

🎯 Requirements

• 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

🏖️ Benefits

• Offers Equity • Commission