[Hiring] Customer Success Manager @Gorgias

Role Description

As a Commercial 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.

What You’ll Do

• Customer Partnership & Account Strategy
  • Manage a large portfolio of commercial ecommerce customers (high-volume book of business)
  • Maintain a strong pulse on your accounts through a mix of proactive and reactive engagement
  • Run regular check-ins and support higher-value customers with more structured conversations
  • Understand customer workflows, goals, and common blockers
  • Support customers in improving how they use Gorgias in their day-to-day operations
• Product Adoption & Optimization
  • Drive adoption of Gorgias features including automation, AI, and integrations
  • Analyze support workflows and recommend improvements for common use cases
  • Help customers implement automation and AI workflows to improve efficiency
  • Troubleshoot product issues and support customers in resolving blockers
  • Get hands-on in customer setups when needed (reoptimizations, fixes, improvements)
• Customer Health & Risk Management
  • Monitor account health signals (usage, engagement, sentiment) across a large portfolio
  • Identify risk signals and take action to prevent churn
  • Focus on improving adoption and setup quality as key drivers of retention
  • Support renewal conversations for lower-risk or flat renewals when needed
• Operational Excellence & AI Enablement
  • Maintain accurate customer data and engagement tracking in internal systems
  • Manage your book of business in a structured and organized way
  • Prioritize accounts based on impact and risk
  • Use AI and internal tools to improve efficiency in your day-to-day work
  • Contribute insights and patterns to improve team processes over time
• Cross-Functional Collaboration
  • Partner with Sales, Product, and Support teams to resolve issues and improve outcomes
  • Escalate when needed and ensure context is clearly communicated
  • Share recurring customer challenges and insights with internal teams

Qualifications

• 2+ years in Customer Success, Support, Account Management, or a customer-facing SaaS role
• Comfortable managing a high-volume portfolio of accounts
• Strong communicator who can guide customers through practical, solution-oriented conversations
• Support-oriented and hands-on - you enjoy helping customers solve real problems
• Curious and detail-oriented - you like getting into how systems and workflows actually work
• Organized and able to prioritize effectively across many customers
• Experience with ecommerce, support operations, or automation tools is a strong plus
• Interest in AI and how it improves customer support

AI 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 [email protected] .