Senior Customer Success Manager - Enterprise

Gorgias is revolutionizing customer service for ecommerce businesses by building a unified AI agent that enhances customer interactions. As a Senior Customer Success Manager - Enterprise, you will manage a portfolio of ecommerce merchants, guiding them through product adoption and optimization while ensuring they maximize the value of the platform.

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
• Troubleshoot issues and partner with internal teams when needed
• 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:

• 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 strong 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