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. SMB is mainly product-led growth and only needs light oversight from this role.

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
• Create 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

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