Gorgias

Director, Customer Success

New York City · Director

Sponsorship not specifiedDetected 15 days ago

Agentic AIProduct ManagementProduct StrategyOKRsForecastingPerformance ManagementCustomer SuccessResearchLeadership

About the role

SMB is mainly product-led growth and only needs light oversight from this role.
This is an architect role as much as a leadership role.
Customer Success at Gorgias covers our Commercial and Enterprise merchants and sits at the center of a fundamental redesign of what CS means in an AI-native company.

Directly coach and develop your CS Managers, holding them accountable for the performance, growth, and output of their teams
Own the CS budget end-to-end (headcount, tooling, and program spend), making the tradeoffs between human capacity and AI investment
Build the performance management and career framework for CSMs and managers across both segments
Create a culture of genuine accountability and high standards across the org, including making difficult performance decisions when needed
Own NRR across Commercial and Enterprise, with segment-specific strategies rather than a one-size-fits-all playbook
Build the reporting and forecasting infrastructure to track renewals, expansion pipeline, and churn risk across the full book, with clear visibility for the COO and leadership team
Partner directly with Product and Engineering leadership to shape the AI agent roadmap, bringing frontline signal from Commercial and Enterprise merchants
Deliver value at scale in the age of AI: push the boundaries to automate as much as possible to deliver the best experience for our merchants
architecting a CS organization where AI does the heavy lifting and humans focus on the relationships, judgment calls, and commercial outcomes that AI can't own.

10+ years in SaaS Customer Success, with 5+ years leading multi-layered CS orgs: managing managers, not just individual contributors
Proven AI-driven CS leadership: you've built or scaled a CS model where technology, not just headcount, drove outcomes
Full-book commercial ownership: track record owning NRR/GRR across a large, segmented merchant base

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
By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes.
Diversity & Inclusion at Gorgias
We're committed to creating an inclusive environment where everyone can thrive.
background spanning multiple merchant segments within one organization

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

Ensure your managers and their CSMs are consistently driving account health, AI adoption, and expansion across both segments
Own the vision and execution for redesigning Customer Success as an AI-first function, where AI agents handle execution at scale and humans own outcomes

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.

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