Senior Customer Success Manager - Enterprise

About the role

We are seeking an experienced Enterprise Customer Success Manager to join our dynamic team. This role will focus on managing a portfolio of approximately 70-80 ecommerce customers, guiding them through product adoption, optimization, and long-term success. Key responsibilities include developing account plans, driving adoption of Gorgias features, and ensuring customer satisfaction.

Responsibilities

• Manage a portfolio of ~70-80 ecommerce customers
• Build relationships with key stakeholders and run regular check-ins and 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
• Monitor account health (usage, engagement, satisfaction)
• Identify risks early and take action to prevent churn
• 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

For this role, we are looking for candidates with 3+ years of experience in Customer Success, Account Management, or a similar field. Strong communication skills, ability to run structured conversations, and a curious, proactive approach are essential. Experience managing multiple customers in a SaaS environment is highly desirable, as is a background in ecommerce brands or support operations.

Qualifications

Candidates should be passionate about technology, automation, and the future of AI in customer support. Continuous learning and improvement are valued, and the ability to contribute to a growing team environment is important.

Skills

Knowledge of AI and its applications in customer support, excellent communication and interpersonal skills, and the ability to balance strategic and tactical tasks are crucial.

Benefits

Join a forward-thinking company that is shaping the future of ecommerce. Our benefits package includes competitive compensation ($156,788 - $177,763), comprehensive health insurance, flexible work arrangements, and opportunities for professional development.

Pay

$156,788 - $177,763

Schedule

Full-time position