Enterprise Customer Success Manager, Gorgias
CA$138-172k
+ CA$19K – CA$23K Bonus and 0.001% – 0.008% equity
Travel 25%
eCommerce customer support helpdesk
Be an early applicant
eCommerce customer support helpdesk
201-500 employees
Be an early applicant
CA$138-172k
+ CA$19K – CA$23K Bonus and 0.001% – 0.008% equity
Travel 25%
201-500 employees
Company mission
We believe that next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.
Role
Who you are
- 7 years of relevant work experience in customer success, strategic account management (handling approximately 20-40 accounts, that are enterprise), or strategic consulting roles, with a mandatory background in SaaS
- Experience with navigating large organizations to identify and build relationships with key stakeholders and decision-making executives
- Proven track record of driving expansion and churn mitigation across a portfolio exceeding $1m ARR
- Experience using role and industry-relevant CRM and reporting software and tools
- Disciplined in accurately documenting account plans, progress, and opportunities - and identifying any risk
- Strong technical acumen to identify, diagnose, and present solutions to complex technical issues and effectively communicate product release information
- A strategic thinker capable of guiding customers on their strategy, managing projects, and driving impactful results
- Ability to communicate effectively with key stakeholders at all levels of seniority, including C-level executives
- Exceptional communication, interpersonal, follow-up, and attention to detail
- Ability to handle technical tasks independently and delve into the details
- Work Ethic: Highly organized, capable of managing multiple tasks and activities simultaneously
- Startup Acumen: Thrives in a dynamic, fast-paced environment, self-motivated, and adaptable
- Relationship Building: Dedicated to cultivating and sustaining customer relationships to reduce churn and enhance engagement
- Continuous Learner: Committed to ongoing personal and professional development
- Diplomacy: Demonstrates tact and composure under pressure when resolving customer issues
What the job involves
- At Gorgias, we are revolutionizing customer service for e-commerce businesses
- Our Customer Success team ensures our clients derive maximum value from our platform, fostering long-term relationships and driving success in their customer service operations
- As an Enterprise Customer Success Manager, you will play a vital role in shaping our top merchants' journey with Gorgias
- You will help leading e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products
- Manage a portfolio of our top e-commerce brands at Gorgias, handling a significant book of business
- Build and maintain strong relationships with your clients to reduce churn and contraction
- Drive growth by working closely with customers' technical and business executive leadership teams to deeply understand their business and technical objectives and execute strategic plans
- Identify opportunities for optimization, expansion, and cross-sell
- Foster relationships and customer loyalty by visiting accounts based on the East Coast on a regular basis (travel 25%)
- Participate in conferences, industry events, private hosted events and onsite planning sessions with customers
- Apply domain and technical knowledge of the Gorgias platform, best practices, and customer insights to remove barriers and lead key resources, both internally and externally, to support the customer's success
- Engage regularly with customers through our touchpoint framework, including user shadowing, strategic discovery, business reviews, and roadmap presentations
- Analyze customers' product usage data proactively and take necessary actions to mitigate risk, improve product adoption, and decrease churn
- Collaborate with customer-facing account teams and executives (Sales, Account Management, Executive Team, Product, Engineering, and partners) to ensure overall platform success
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 10,000 stores, 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: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ for your home workstation
- 16-week parental leave, including maternity, paternity, and adoption leave
- Daily catered lunch
- 5 Weeks of Vacation
- Retirement Benefits
- Fully Stocked Kitchen
- 3 weeks of Paid Sick Leave
- $2,000 learning/professional development stipend
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Alex Plugaru
(CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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