Gorgias
ecommerce
EnterpriseCustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid candidates.
“Enterprise Customer Success Manager at Gorgias. Skills: Customer Success, Account Management, AI, automation. Manage a portfolio of ~70-80 ecommerce customers. Build relationships with key stakeholders and run regular check-ins and QBRs”
What You'll Achieve.
ensure clients realize measurable value from our platform by driving product adoption, automation maturity, and long-term operational impact; optimize their support operations, implement AI-powered workflows, and unlock scalable growth; guide customers through product adoption, optimization, and long-term success by helping them implement AI-powered workflows, automate support operations, and align Gorgias with their business goals; ensure merchants are maximizing the value of the platform; account plans focused on adoption, efficiency, and long-term value; prevent churn
Industry & Context.
Curious and proactive - you like getting into the details of how things work; Troubleshoot issues
What They're Looking For.
Must Have
3+ years in Customer Success, Account Management, or similar roles, Experience managing multiple customers in a SaaS environment, Communicator who can run structured conversations with customers, Curious and proactive, Comfortable balancing strategic conversations with hands-on execution
Nice to Have
Experience working with ecommerce brands or support operations is a plus, Passionate about technology, automation, and the future of AI in customer support, Motivated to continuously learn, improve, and contribute to a growing team environment
What You'll Do.
Manage a portfolio of ~70-80 ecommerce customers
Build relationships with key stakeholders and run regular check-ins and QBRs
Understand customer goals
and operational challenges
Develop account plans focused on adoption
Support renewal conversations for lower-risk or smaller expansions
Drive adoption of Gorgias features including AI
Analyze support workflows and recommend improvements
Help customers implement automation and AI use cases
Troubleshoot issues and partner with internal teams when needed
Monitor account health (usage
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
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
How You'll Work.
Team & Collaboration
Partner with Sales, Product, and Support teams to drive customer outcomes; Ensure internal teams have clear context when escalating customer needs
Communication Scope
communicator who can run structured conversations with customers
Process & Methodology
Develop account plans focused on adoption, efficiency, and long-term value, Manage your book of business independently while prioritizing high-impact activities
Full Job Description
We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood. Join us to make Conversational Commerce real. ABOUT THE TEAM At Gorgias, we are revolutionizing customer service for ecommerce businesses. Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long-term operational impact. We partner with leading ecommerce brands to optimize their support operations, implement AI-powered workflows, and unlock scalable growth. As an Enterprise Customer Success Manager, you will serve as a strategic partner to a portfolio of ecommerce merchants. You will guide customers through product adoption, optimization, and long-term success by helping them implement AI-powered workflows, automate support operations, and align Gorgias with their business goals. You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform. WHAT YOU’LL DO As an Enterprise Customer Success Manager, y
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