Director of Customer Success, Gorgias

• 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
• AI-native mindset: you default to automation first and treat AI as the primary delivery engine, not a bolt-on
• Full-book commercial ownership: track record owning NRR/GRR across a large, segmented merchant base; you understand Commercial and Enterprise as genuinely different motions
• Org builder: experience building a CS org from the ground up or fundamentally redesigning an existing one; you're comfortable with ambiguity and greenfield scope
• Leadership presence: comfortable operating with direct COO and board-level visibility, and owning a budget with real tradeoffs
• Leader of leaders: you've coached managers, not just ICs, and know how to scale a leadership bench
• Technical enough: you have a real point of view on AI agent capabilities, limitations, and roadmap, and can hold your own in product conversations
• Systems thinker: you build repeatable process and infrastructure rather than relying on heroics
• High-bar leader: comfortable making difficult organizational and performance decisions as you (re)build the function

Desirable

• As Director, Customer Success, you'll own the full post-sale journey for Gorgias's Commercial and Enterprise merchants, with direct accountability for Net Revenue Retention (NRR) across that book. SMB is mainly product-led growth and only needs light oversight from this role
• You'll lead the CS organization end-to-end: 2 CS Managers report directly to you, one leading Commercial and one leading Enterprise, and the CSMs covering our few named accounts also report directly to you
• This is an architect role as much as a leadership role. You're not inheriting a finished org chart: you're building the next generation of Customer Success at Gorgias, where AI agents handle high-volume execution and your managers and CSMs bring strategic depth, commercial judgment, and the human relationships AI can't replace. You'll report directly to the COO, with the scope and budget to (re)build the CS org from the ground up
• Organizational Leadership
• Own the CS org chart across Commercial and Enterprise: 2 CS Managers plus the named-account CSMs, setting structure, span of control, and hiring plans as the org scales with AI-driven leverage
• Directly coach and develop your CS Managers, holding them accountable for the performance, growth, and output of their teams
• Set org-wide OKRs across Commercial and Enterprise, translating company strategy into segment-specific execution plans
• 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
• Commercial & Enterprise Outcomes & NRR
• Own NRR across Commercial and Enterprise, with segment-specific strategies rather than a one-size-fits-all playbook
• Ensure your managers and their CSMs are consistently driving account health, AI adoption, and expansion across both segments
• Personally engage with the most strategic accounts and escalations, bringing senior judgment to the relationships that matter most
• 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
• Guide your managers in running high-impact executive business reviews that demonstrate ROI and AI utilization across both segments
• Architecting AI-First Customer Success
• 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
• 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
• Build AI literacy from the ground up across the org: every CSM and manager should be fluent in configuring, evaluating, and improving AI-driven outcomes
• Represent Customer Success in cross-functional AI strategy conversations at the leadership level, with direct influence over the AI product roadmap
• Leadership Partnership & Company-Wide Impact
• Report directly to the COO, with regular visibility into company leadership and board-level conversations about CS performance and strategy
• Partner with Sales, Implementation, and Product leadership to build a cohesive post-sale experience across the entire customer lifecycle
• Represent the voice of the customer at the leadership level, shaping company strategy and the product roadmap
• Own reporting to company leadership on CS health, AI adoption, and organizational progress