Senior Customer Success Manager

About the Company

Gorgias is building the platform for Conversational Commerce, a unified AI agent that sells, supports, and re-engages customers across the entire ecommerce journey. We aim to turn every brand interaction into a personal, seamless, and intelligent relationship.

Responsibilities

• Manage a portfolio of approximately 70-80 ecommerce customers
• Build relationships with key stakeholders and conduct regular check-ins and QBRs
• Develop account plans focused on product adoption, efficiency, and long-term value
• Drive adoption of AI, automation, and integration features
• Analyze support workflows and recommend improvements to customers
• Monitor account health and identify risks early to prevent churn
• Partner with Sales, Product, and Support teams to drive customer outcomes
• Surface customer insights to inform product roadmap priorities

Requirements

• 3+ years in Customer Success, Account Management, or similar roles
• Experience managing multiple customers in a SaaS environment
• Strong communication skills for running structured customer conversations
• Ability to balance strategic planning with hands-on execution
• Experience with ecommerce brands or support operations is a strong plus
• Passion for technology, automation, and AI in customer support