Gorgias
Senior Customer Success Manager - Enterprise
San Francisco · Senior
Sponsorship not specified$70k-$80kDetected 27 days ago
Account ManagementCustomer SuccessCustomer SupportResearchCollaboration
About the role
- At Gorgias, we are revolutionizing customer service for ecommerce businesses.
- Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long-term operational impact.
- You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform.
Responsibilities
- Build relationships with key stakeholders and run regular check-ins and QBRs
- 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
- Troubleshoot issues and partner with internal teams when needed
- Support renewals for lower-risk or smaller expansion cases
- Maintain accurate customer data and engagement tracking in internal systems
- Manage a portfolio of ~70-80 ecommerce customers
- Help customers implement automation and AI use cases
Requirements
- 3+ years in Customer Success, Account Management, or similar roles
Compensation
- Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.
Benefits
- Monitor account health (usage, engagement, satisfaction)
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.
- We partner with leading ecommerce brands to optimize their support operations, implement AI-powered workflows, and unlock scalable growth.
- As an Enterprise Customer Success Manager, you will serve as a strategic partner to a portfolio of ecommerce merchants.
- You will guide customers through product adoption, optimization, and long-term success by helping them implement AI-powered workflows, automate support operations, and align Gorgias with their business goals.
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This listing is sourced directly from Gorgias's careers page and normalized into a canonical job model.