Senior Customer Success Manager, Gorgias
Enterprise
$136.5-154.8k
Offers Equity • $18,613 – $21,113 Commission
The conversational AI platform for eCommerce
Be an early applicant
The conversational AI platform for eCommerce
501-1000 employees
Be an early applicant
$136.5-154.8k
Offers Equity • $18,613 – $21,113 Commission
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- 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
- Curious and proactive - you like getting into the details of how things work
- Comfortable balancing strategic conversations with hands-on execution
- Experience working with ecommerce brands 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, 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
- You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform
- Manage a portfolio of ~70-80 ecommerce customers
- Build relationships with key stakeholders and run regular check-ins and QBRs
- Understand customer goals, workflows, and operational challenges
- 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
- Help customers implement automation and AI use cases
- Troubleshoot issues and partner with internal teams when needed
- Monitor account health (usage, engagement, satisfaction)
- Identify risks early and take action to prevent churn
- Support renewals for lower-risk or smaller expansion cases
- Maintain accurate customer data and engagement tracking in internal systems
- Manage your book of business independently while prioritizing high-impact activities
- Leverage AI tools to improve efficiency across customer workflows and internal processes
- Experiment with new approaches and share insights that improve team processes and playbooks
- Partner with Sales, Product, and Support teams to drive customer outcomes
- Surface customer insights that inform product improvements and roadmap priorities
- Ensure internal teams have clear context when escalating customer needs
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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