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Enterprise Customer Success Manager
2 months ago
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. Although this is a remote role as it does not have an in-office element, we are looking for candidates that have extensive e-commerce and customer support experience and are fully integrated in these industries in the Los Angeles area and are currently based there. About Our Customer Success 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 the top 10-20 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. 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. Foster customer loyalty by frequently visiting clients and participating in industry events. Who You Are Although this is a remote role, we are looking for candidates that have extensive ecommerce and customer support experience and are fully integrated in these industries in the Los Angeles area. Experience : Over 7 years of relevant work experience in customer success, strategic account management (handling approximately 10 accounts), or strategic consulting roles, with a mandatory background in SaaS. Proven track record of driving expansion and churn mitigation across a portfolio exceeding $5 million ARR. Extensive experience engaging with various customer stakeholders. Skills : Exceptional communication, interpersonal, follow-up, and attention to detail. Ability to handle technical tasks independently and delve into the details. Work Ethic : Highly organized, capable of managing multiple tasks and activities simultaneously. Startup Acumen : Thrives in a dynamic, fast-paced environment, self-motivated, and adaptable. Relationship Building : Dedicated to cultivating and sustaining customer relationships to reduce churn and enhance engagement. Continuous Learner : Committed to ongoing personal and professional development. Diplomacy : Demonstrates tact and composure under pressure when resolving customer issues. Perks and Benefits 5-week vacation Paid sick leave Paid parental leave (16 weeks) Monthly lunch stipend of $300 Health insurance with up to 100% of premiums paid for employees - Anthem & Kaiser (CA only) Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income. Get up to $700 to set up your workstation at home (working from home should feel breezy) Get up to $2000 of learning material and wellness support per year This includes $1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a $500 wellness budget. Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats More cool things to know about Gorgias... Raised our Series C-2 for $29M in May 2024. We went from 0 to 15,000+ merchants using our platform since 2016. We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score. What our customers are saying: apps.shopify.com/helpdesk#reviews Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law. Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com #J-18808-Ljbffr
