Ecommerce Customer Experience Leader
1 week ago
Are you a strategic thinker with experience in driving growth and expansion across large ecommerce organizations? Do you have a proven track record of building strong relationships with clients and identifying opportunities for optimization?
About the RoleWe are seeking an experienced Ecommerce Customer Experience Leader to join our team at Gorgias. As a key member of our customer success team, you will play a vital role in shaping the journey of our top merchants and helping them provide excellent support through our helpdesk and automate their support processes using our automation and AI products.
Key Responsibilities:- 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.
What You'll Need:
- 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.
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.
- 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.
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