Senior Customer Success Manager - Enterprise

We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood. Join us to make Conversational Commerce real. 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. WHAT YOU’LL DO As an Enterprise Customer Success Manager, you will: CUSTOMER PARTNERSHIP & ACCOUNT MANAGEMENT - 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 PRODUCT ADOPTION & OPTIMIZATION - 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 CUSTOMER HEALTH & RISK MANAGEMENT - Monitor account health (usage, engagement, satisfaction) - Identify risks early and take action to prevent churn - Support renewals for lower-risk or smaller expansion cases OPERATIONAL EXCELLENCE & AI ENABLEMENT - 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 CROSS-FUNCTIONAL COLLABORATION - 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 WHO YOU ARE - 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 - P