Senior Customer Success Manager - Enterprise
About the role
As an Enterprise Customer Success Manager at Gorgias, you will manage a portfolio of 70-80 ecommerce customers, build relationships with key stakeholders, and drive product adoption, automation, and long-term success.
Responsibilities
- Manage a portfolio of 70-80 ecommerce customers
- Build relationships with key stakeholders and run regular check-ins and quarterly business reviews (QBRs)
- Understand customer goals, workflows, and operational challenges
- Develop account plans focused on adoption, efficiency, and long-term value
- Support renewal conversations for lower-risk or smaller expansions
- Drive adoption of Gorgias features including AI, automation, and integrations
- Analyze support workflows and recommend improvements
- Help customers implement automation and AI use cases
- Troubleshoot issues and partner with internal teams when needed
- Maintain account health (usage, engagement, satisfaction) and identify risks early
- Take action to prevent churn and support renewals for lower-risk or smaller expansion cases
- Maintain accurate customer data and engagement tracking in internal systems
- Manage your book of business independently while prioritizing high-impact activities
- Leverage AI tools to improve efficiency across customer workflows and internal processes
- Experiment with new approaches and share insights that improve team processes and playbooks
- Partner with Sales, Product, and Support teams to drive customer outcomes
- Surface customer insights that inform product improvements and roadmap priorities
- Ensure internal teams have clear context when escalating customer needs
Requirements
- 3+ years in Customer Success, Account Management, or similar roles
- Experience managing multiple customers in a SaaS environment
- Strong communicator who can run structured conversations with customers
- Curious and proactive - you like getting into the details of how things work
- Comfortable balancing strategic conversations with hands-on execution
- Experience working with ecommerce brands or support operations is a plus
Qualifications
- Passionate about technology, automation, and the future of AI in customer support
- Motivated to continuously learn, improve, and contribute to a growing team environment
Skills
- Customer Relationship Management
- Product Adoption and Optimization
- Account Management
- AI and Automation
- Strategic Planning
- Customer Service
Benefits
- Competitive compensation package
- Flexible work schedule
- Professional development opportunities
- Work-life balance
Pay
Compensation is competitive and commensurate with experience.
Schedule
Full-time position available.
Company Culture
We are committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.
Diversity & Inclusion
We are committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making. If you need accommodations during the application or interview process, please contact us at accommodation@gorgias.com.