Manager, Enterprise Customer Success

About the role

This isn't a traditional Customer Success role. It's the person who owns AI value delivery at scale; the way Sales owns revenue, this team owns AI outcomes. This role is central to the buildout of Gorgias AI Services as a dedicated value delivery layer.

You are part people leader, part AI champion, part delivery operator. This role is central to the redesign of how Customer Success works: blending AI agents and human judgment to deliver a new tier of speed, depth, and impact.

People Leadership & Coaching

• Lead, coach, and develop a team of up to 10 Enterprise CSMs through regular 1:1s, team rituals, structured performance frameworks, and clear expectations
• Own performance management and career development for each direct report — helping your team grow technically, commercially, and professionally
• Upskill your team on emerging technical capabilities, including vibe coding, custom solution building, and AI agent management so that CSMs can go deeper and deliver more value for merchants
• Create a culture of genuine accountability and high standards — you're comfortable making difficult performance decisions and maintaining a high bar across the team, including when that means making hard calls on underperformers

Enterprise Customer Outcomes

• Ensure your team is driving aggressive AI adoption and utilization metrics weekly — helping merchants configure, optimize, and get the most from Gorgias AI Agent
• Own account health (NRR) across a portfolio of enterprise accounts ($30K–$200K+ ARR), ensuring your team is consistently driving measurable customer value
• Guide your team in running high-impact executive business reviews (QBRs) that demonstrate ROI, AI utilization, and strategic alignment with each merchant's goals
• Build a team that surfaces and resolves customer challenges before they require escalation — your goal is a high-functioning team that rarely needs to bring issues up, not one that relies on you as the regular safety net
• Coach CSMs to engage senior merchant stakeholders with commercial depth and outcomes-focused conversations — every interaction should move the needle on value realization, not just maintain presence

AI Strategy & Future of CS

• Champion the integration and optimization of Gorgias AI Agent within each merchant's workflows — working with your team to identify automation opportunities, configure AI effectively, and measure deflection and efficiency outcomes
• Help design the future of Customer Success at Gorgias: a model where AI agents handle execution at scale and humans focus on judgment, strategy, and relationship — and actively build the playbooks to make it real
• Embed AI tooling deeply into your team's day-to-day workflows, making AI literacy and AI usage a core expectation and capability within the team
• Drive enablement for your team on new AI product launches, ensuring CSMs can immediately articulate value and implement new features with merchants
• Partner with Product to surface merchant feedback and real-world patterns that shape the roadmap

Operations & Forecasting

• Own team-level forecasting — renewals, expansion pipeline, and churn risk — and deliver accurate, data-backed projections to CS leadership
• Drive operational efficiency across the team: define and iterate on processes, playbooks, and tooling that let your CSMs spend their time where it matters most
• Partner cross-functionally with Sales, Implementation, and Product to ensure seamless handoffs and a cohesive enterprise customer experience
• Build and maintain the reporting infrastructure your team needs to manage account health, identify risk, and track progress against customer goals

Weekly Delivery & Results Cadence

• Run a weekly delivery cadence across your team's book of business — treating customer implementations like a sales pipeline, with weekly reviews, clear milestones, and rigorous next-step accountability at every stage
• Set and track weekly targets for your team: automation adoption progress, active implementations moving forward, and value realization milestones — every week, not every quarter
• Coach CSMs to lead structured, progress-driving customer touchpoints — every interaction should move the needle on an implementation, integration, or adoption goal, not just maintain the relationship
• Bring a sales-minded discipline to delivery: hold weekly pipeline reviews with your team, create visibility into what’s stalled, and drive urgency around moving implementations across the finish line
• Manage your team’s implementation pipeline with the same rigor a sales leader applies to deals — tracking velocity, identifying blockers, and pushing toward closure with consistency
• Report weekly on delivery momentum: what shipped, what’s in flight, what’s at risk, and what the team is doing about it