Enterprise Customer Success Manager

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.

• 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

• 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

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