Note: The job is a remote job and is open to candidates in USA. 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
Skills
- 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
Benefits
- Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others)
- An annual L&D budget to explore new ones
- Our #powerup Slack channel is a digital petri dish of new tools and workflows
- Each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions
Company Overview
Gorgias is a multi-channel helpdesk integrated for online and e-commerce merchants. It was founded in 2015, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://www.gorgias.com/.