Gorgias

Manager, Enterprise Customer Success

Toronto · Senior

Sponsorship not specified$30k-$200kDetected 42 days ago

Agentic AIOKRsSalesAccount ManagementPipeline ManagementForecastingProcurementPerformance ManagementCustomer SuccessCadenceResearchLeadershipMentoring

About the role

This is not a typical CS manager role: you are part people leader, part AI champion, part delivery operator.
This role is central to the buildout of Gorgias AI Services as a dedicated value delivery layer.
Based in Toronto or New York City, reporting to the Head of Customer Experience.

Responsibilities

Lead, coach, and develop a team of up to 10 Enterprise CSMs through regular 1:1s, team rituals, structured performance frameworks, and clear expectations
Own performance management and career development for each direct report - helping your team grow technically, commercially, and professionally
Upskill your team on emerging technical capabilities, including vibe coding, custom solution building, and AI agent management so that CSMs can go deeper and deliver more value for merchants
Create a culture of genuine accountability and high standards - you're comfortable making difficult performance decisions and maintaining a high bar across the team, including when that means making hard calls on underperformers
Ensure your team is driving aggressive AI adoption and utilization metrics weekly - helping merchants configure, optimize, and get the most from Gorgias AI Agent
Build a team that surfaces and resolves customer challenges before they require escalation - your goal is a high-functioning team that rarely needs to bring issues up, not one that relies on you as the regular safety net
Coach CSMs to engage senior merchant stakeholders with commercial depth and outcomes-focused conversations - every interaction should move the needle on value realization, not just maintain presence
Help design the future of Customer Success at Gorgias: a model where AI agents handle execution at scale and humans focus on judgment, strategy, and relationship - and actively build the playbooks to make it real
Drive enablement for your team on new AI product launches, ensuring CSMs can immediately articulate value and implement new features with merchants

Requirements

7+ years in SaaS CS, implementation, or technical account management
3+ years managing teams in high-growth environments
Proven track record owning routcome senterprise accounts ($30K-$200K+ ARR)

Nice to have

Experience in ecommerce or with DTC brands
background in Solution Engineering or Technical Implementation
hands-on experience with AI agent configuration or prompt engineering
consulting or RevOps background.
Our teams use it every day to research, write, analyze, code, and craft better customer experiences.
The real magic happens when we share what we learn.
Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.
AI use in Recruiting at Gorgias

Compensation

Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.

Benefits

retention and expansion are your problem - you know your book's health, flag risk early, and tie every conversation back to ROI
Own account health (NRR) across a portfolio of enterprise accounts ($30K-$200K+ ARR), ensuring your team is consistently driving measurable customer value

Company info

a unified AI agent that sells, supports, and re-engages customers across the entire journey.
Conversational Commerce is the future of ecommerce, and we're leading that shift.
Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent.
By combining deep product expertise with the latest in AI, we're making shopping feel more natural, human, and connected than ever before.
The Enterprise Customer Success team at Gorgias works with our most strategic merchants - relationships ranging from $30K ARR up to well into six figures.
As AI becomes the cornerstone of modern commerce, our Enterprise
Ensure comprehensive enablement on new product launches so the team can move immediately from announcement to customer impact
Partner cross-functionally with Sales, Implementation, and Product to ensure seamless handoffs and a cohesive enterprise customer experience
Build and maintain the reporting infrastructure your team needs to manage account health, identify risk, and track progress against customer goals
Run a weekly delivery cadence across your team's book of business - treating customer implementations like a sales pipeline, with weekly reviews, clear milestones, and rigorous next-step accountability at every stage

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This listing is sourced directly from Gorgias's careers page and normalized into a canonical job model.