Senior Customer Success Manager - Enterprise

Enterprise Customer Success ManagerAt 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.Customer Partnership & Account ManagementManage a portfolio of ~70-80 ecommerce customersBuild relationships with key stakeholders and run regular check-ins and QBRsUnderstand customer goals, workflows, and operational challengesDevelop account plans focused on adoption, efficiency, and long-term valueSupport renewal conversations for lower-risk or smaller expansionsProduct Adoption & OptimizationDrive adoption of Gorgias features including AI, automation, and integrationsAnalyze support workflows and recommend improvementsHelp customers implement automation and AI use casesTroubleshoot issues and partner with internal teams when neededCustomer Health & Risk ManagementMonitor account health (usage, engagement, satisfaction)Identify risks early and take action to prevent churnSupport renewals for lower-risk or smaller expansion casesOperational Excellence & AI EnablementMaintain accurate customer data and engagement tracking in internal systemsManage your book of business independently while prioritizing high-impact activitiesLeverage AI tools to improve efficiency across customer workflows and internal processesExperiment with new approaches and share insights that improve team processes and playbooksCross-Functional CollaborationPartner with Sales, Product, and Support teams to drive customer outcomesSurface customer insights that inform product improvements and roadmap prioritiesEnsure internal teams have clear context when escalating customer needsWho You Are3+ years in Customer Success, Account Management, or similar rolesExperience managing multiple customers in a SaaS environmentStrong communicator who can run structured conversations with customersCurious and proactive - you like getting into the details of how things workComfortable balancing strategic conversations with hands-on executionExperience working with ecommerce brands or support operations is a strong plusPassionate about technology, automation, and the future of AI in customer supportMotivated to continuously learn, improve, and contribute to a growing team environmentAI at Gorgias At Gorgias, AI is a natural extension of how we work and build.

Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.

Diversity & Inclusion at Gorgias We're 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