Senior Customer Success Manager - Enterprise

Gorgias Inc.

Job Overview

Location

San Francisco

Job Type

Full-time

Full Job Description

📋 Description

• Manage a portfolio of approximately 70–80 ecommerce customers as a strategic partner to ensure long-term success and value realization from the Gorgias platform.
• Build and maintain relationships with key customer stakeholders, conducting regular check-ins and quarterly business reviews (QBRs) to align Gorgias usage with business goals.
• Understand customer workflows, operational challenges, and success metrics to develop tailored account plans focused on product adoption, efficiency gains, and scalable growth.
• Drive adoption of Gorgias features including AI-powered automation, integrations, and conversational commerce tools to optimize customer support operations.
• Analyze customer support workflows and recommend improvements to enhance automation maturity and reduce manual effort.
• Help customers implement specific AI use cases tailored to their support and sales workflows, ensuring seamless integration with existing systems.
• Monitor customer health through usage data, engagement levels, and satisfaction metrics to proactively identify and mitigate churn risks.
• Support renewal conversations for lower-risk accounts and smaller expansion opportunities, ensuring seamless transitions and continued customer satisfaction.
• Maintain accurate and up-to-date customer data and engagement tracking within internal systems to enable data-driven decision-making.
• Independently manage your book of business while prioritizing high-impact activities that maximize customer value and operational efficiency.
• Leverage AI tools to improve efficiency in both customer workflows and internal processes, experimenting with new approaches and sharing insights to refine team playbooks.
• Partner closely with Sales, Product, and Support teams to align on customer outcomes, surface actionable insights that inform product roadmap priorities, and ensure clear context during escalations.
• Act as a liaison between customers and internal teams to translate customer feedback into product improvements and feature enhancements.
• Contribute to a culture of continuous learning by participating in AI demo sessions, sharing new tools and workflows via the #powerup Slack channel, and engaging with company-wide innovation initiatives.
• Utilize premium AI tools (ChatGPT, Claude, Granola, and others) daily to enhance research, analysis, communication, and workflow automation in customer success activities.

🎯 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
• Experience working with ecommerce brands or support operations is a strong plus
• Passionate about technology, automation, and the future of AI in customer support
• Comfortable balancing strategic conversations with hands-on execution

🏖️ Benefits

• Access to premium AI tools (ChatGPT, Claude, Granola, and others)
• Annual L&D budget to explore new AI and productivity tools
• Opportunity to contribute to and learn from a culture of AI innovation through weekly company-wide demo sessions
• Inclusive environment that values diverse backgrounds and perspectives

Skills & Technologies

Senior

Onsite

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Gorgias Inc.

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About Gorgias Inc.

Gorgias Inc. provides a helpdesk platform for e-commerce merchants. The cloud software centralizes customer support tickets from email, chat, social media, and voice into one dashboard. Automation rules, macros, and integrations with Shopify, Magento, and BigCommerce enable teams to resolve inquiries faster. Features include order editing, refunds, and revenue reporting tied to support interactions. Founded in 2015, the company serves over 12,000 online stores worldwide from offices in San Francisco, New York, Paris, and remote locations.

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