Enterprise Customer Success Manager, Gorgias
Named Accounts
CA$133.2-166.9k
+ Equity + CA$18,157 – CA$22,763 Commission
The conversational AI platform for eCommerce
Be an early applicant
The conversational AI platform for eCommerce
501-1000 employees
Be an early applicant
CA$133.2-166.9k
+ Equity + CA$18,157 – CA$22,763 Commission
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- 5+ years in Customer Success, Implementation, Consulting, or similar
- Experience managing complex enterprise customers
- Strong project management and problem-solving skills
- Comfortable operating both strategically and hands-on
- Able to influence stakeholders and drive outcomes without authority
- Curious, structured, and highly ownership-driven
- Experience with ecommerce 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
What the job involves
- 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
- 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 (Named Accounts), you’ll own a portfolio of our most strategic and complex customers
- You’ll manage ~40 accounts, including a subset of highly complex ones, and act as a senior partner across business, operations, and technical strategy
- Own a portfolio of ~40 enterprise customers, including ~10 high-complexity accounts
- Build relationships with senior stakeholders and decision-makers
- Lead QBRs and long-term account planning tied to business outcomes
- Navigate complex customer environments with multiple stakeholders
- Drive advanced adoption of AI, automation, and integrations
- Guide customers through complex implementations and custom workflows
- Act as a strategic advisor on scaling support operations
- Help customers move toward more efficient and automated setups
- Own retention for high-value accounts
- Identify risks early and drive recovery plans
- Partner with Sales on expansion opportunities
- Operate with a high level of autonomy, managing your portfolio with clear prioritization and focus on impact
- Use AI and internal tools to improve both customer workflows and your own efficiency
- Identify patterns across accounts and contribute to improving team playbooks and best practices
- Bring structure to ambiguous situations and create scalable solutions for complex customer needs
- Partner with Sales, Product, and Support teams to drive customer outcomes
- Lead coordination across teams for complex accounts and escalations
- Surface insights that shape product direction and strategy
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 15,000 brands, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Alex Plugaru
(Co-Founder & CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(Co-Founder & CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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