Gorgias

Enterprise Customer Success Manager – Named Accounts

Gorgias

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $141,953 - $177,962 per year

About the role

  • Own a portfolio of ~40 enterprise customers, including ~10 high-complexity accounts
  • Build relationships with senior stakeholders and decision-makers
  • Lead QBRs and long-term account planning tied to business outcomes
  • Navigate complex customer environments with multiple stakeholders
  • Drive advanced adoption of AI, automation, and integrations
  • Guide customers through complex implementations and custom workflows
  • Act as a strategic advisor on scaling support operations
  • Help customers move toward more efficient and automated setups
  • Own retention for high-value accounts
  • Identify risks early and drive recovery plans
  • Partner with Sales on expansion opportunities
  • Operate with a high level of autonomy, managing your portfolio with clear prioritization and focus on impact
  • Use AI and internal tools to improve both customer workflows and your own efficiency
  • Identify patterns across accounts and contribute to improving team playbooks and best practices
  • Partner with Sales, Product, and Support teams to drive customer outcomes
  • Lead coordination across teams for complex accounts and escalations
  • Surface insights that shape product direction and strategy

Requirements

  • 5+ years in Customer Success, Implementation, Consulting, or similar
  • Experience managing complex enterprise customers
  • Strong project management and problem-solving skills
  • Comfortable operating both strategically and hands-on
  • Able to influence stakeholders and drive outcomes without authority
  • Curious, structured, and highly ownership-driven
  • Experience with ecommerce 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementproblem-solvingcustomer implementationautomationAIecommercesupport operations
Soft Skills
relationship buildinginfluencing stakeholdersstrategic thinkingownership-drivencuriositycommunicationteam collaboration