Enterprise Customer Success Manager

3 weeks ago

New York, United States Gorgias Full time

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.
About the CSM 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 our top 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.
  • Identify opportunities for optimization, expansion, and cross-sell
  • Foster relationships and customer loyalty by visiting accounts based on the East Coast on a regular basis (travel 25%)
  • Participate in conferences, industry events, private hosted events and onsite planning sessions with customers
  • 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.
Who you are
  • 7 years of relevant work experience in customer success, strategic account management (handling approximately 20-40 accounts, that are enterprise), or strategic consulting roles, with a mandatory background in SaaS.
  • Experience with navigating large organizations to identify and build relationships with key stakeholders and decision-making executives
  • Proven track record of driving expansion and churn mitigation across a portfolio exceeding $1m ARR.
Skills and Expectations
  • Experience using role and industry-relevant CRM and reporting software and tools.
  • Disciplined in accurately documenting account plans, progress, and opportunities - and identifying any risk.
  • Strong technical acumen to identify, diagnose, and present solutions to complex technical issues and effectively communicate product release information.
  • A strategic thinker capable of guiding customers on their strategy, managing projects, and driving impactful results.
  • Ability to communicate effectively with key stakeholders at all levels of seniority, including C-level executives.
  • 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 & Benefits
  • 5-week vacation
  • Paid sick leave
  • 6 weeks full remote/year
  • Paid parental leave (16 weeks)
  • Monthly lunch stipend of $300
  • Health insurance with up to 100% of premiums paid for employees - Anthem explore our plans
  • 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. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.
  • 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
This position is a hybrid role in the NY area with candidate in the NY office 2x per week

More cool things to know about Gorgias...
  • Raised our Series C-2 for $29M in May 2024: Article Here
  • 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
  • Other positions: gorgias.com/about-us/jobs
  • Discover the Gorgias Platform
  • Learn about our Compensation Policy


Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we're dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds-especially women and underrepresented groups-may hesitate to apply if they don't meet every requirement. If this role excites you and you're eager to grow, we strongly encourage you to apply, even if you don't check every box. You might bring something unique and valuable that we didn't even know we needed.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let's grow together

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