Enterprise Customer Success Manager
19 hours ago
Gorgias is revolutionizing customer service for e-commerce businesses, and we're looking for a talented Enterprise Customer Success Manager to join our team. As a key member of our Customer Success team, you will play a vital role in shaping the journey of our top merchants with Gorgias.
Key Responsibilities- Manage a portfolio of top 10-20 e-commerce brands, handling a significant book of business.
- Build and maintain strong relationships with clients to reduce churn and contraction.
- Drive growth by working closely with customers' technical and business executive leadership teams to 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 to support customer 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 to ensure overall platform success.
- Foster customer loyalty by frequently visiting clients and participating in industry events.
- Over 7 years of relevant work experience in customer success, strategic account management, 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.
- 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.
- 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.
- Get up to $2000 of learning material and wellness support per year.
Gorgias is a leading CX platform trusted by over 15,000 merchants worldwide. We empower e-commerce brands to grow through AI-powered customer experience. Our platform offers the most integrations of any tool on Shopify and the ability to get setup fast, without the need for complex onboarding.
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.
We are committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations.
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