Gorgias

Enterprise Customer Success Manager

Gorgias

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $117,542 - $129,914 per year

About the role

  • 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
Applicant Tracking System Keywords

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

Hard Skills & Tools
customer successaccount managementSaaSautomationAIecommercesupport operationsdata analysisworkflow improvementrisk management
Soft Skills
communicationrelationship buildingproactivecuriositystrategic thinkingexecutionteam collaborationproblem-solvinginsight sharingcustomer focus