What are the responsibilities and job description for the Enterprise Customer Success Manager position at Gorgias?
Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide - from small independent shops to some of the largest ecommerce brands in the world.
We offer the most integrations of any tool on Shopify (100 ) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.
We can automate 60% of a brand's support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.
About the CSM Team
At Gorgias, we are revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients derive maximum value from our platform, fostering long-term relationships and driving success in their customer service operations.
As an Enterprise Customer Success Manager, you will play a vital role in shaping our top merchants' journey with Gorgias. You will help leading e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products.
What you'll do
- Manage a portfolio of our top e-commerce brands at Gorgias, handling a significant book of business.
- Build and maintain strong relationships with your clients to reduce churn and contraction
- Drive growth by working closely with customers' technical and business executive leadership teams to deeply understand their business and technical objectives and execute strategic plans.
- Identify opportunities for optimization, expansion, and cross-sell
- Foster relationships and customer loyalty by visiting accounts based on the East Coast on a regular basis (travel 25%)
- Participate in conferences, industry events, private hosted events and onsite planning sessions with customers
- Apply domain and technical knowledge of the Gorgias platform, best practices, and customer insights to remove barriers and lead key resources, both internally and externally, to support the customer's success.
- Engage regularly with customers through our touchpoint framework, including user shadowing, strategic discovery, business reviews, and roadmap presentations.
- Analyze customers' product usage data proactively and take necessary actions to mitigate risk, improve product adoption, and decrease churn.
- Collaborate with customer-facing account teams and executives (Sales, Account Management, Executive Team, Product, Engineering, and partners) to ensure overall platform success.
Who you are
Perks & Benefits
This position is a hybrid role in the NY area with candidate in the NY office 2x per week
More cool things to know about Gorgias...
Diversity, Equity, and Inclusion at Gorgias
At Gorgias, we're dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.
We also recognize that individuals from diverse backgrounds-especially women and underrepresented groups-may hesitate to apply if they don't meet every requirement. If this role excites you and you're eager to grow, we strongly encourage you to apply, even if you don't check every box. You might bring something unique and valuable that we didn't even know we needed.
If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at . Let's grow together!
Salary : $300
