Director, Customer Success
About the role
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. 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.
Commercial & Enterprise Outcomes & NRR
You'll 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.