Director, Customer Success

About the role

We're looking for a Director, Customer Success to own the full post-sale journey for Gorgias's Commercial and Enterprise merchants. Your responsibilities include:

• Direct accountability for Net Revenue Retention (NRR) across the Commercial and Enterprise books.
• Leading the CS organization end-to-end, with 2 CS Managers reporting directly to you, one for Commercial and one for Enterprise.
• 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.
• Reporting 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, 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, making the tradeoffs between human capacity and AI investment.
• Create a 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.