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Customer Success Manager

3 weeks ago

New York, New York, United States Gorgias Full time
About the Job

We are looking for an experienced Enterprise Customer Success Manager to join our team in the NY area. As a hybrid role, you will spend 2 days per week in our office and have the flexibility to work from home the rest of the time.

Company Overview

Gorgias is a leading CX platform that empowers ecommerce brands to grow through AI-powered customer experience. With over 15,000 merchants worldwide, we are the #1 CX platform in the industry.

Job Summary

This is a challenging and rewarding role that requires a unique blend of business acumen, technical expertise, and interpersonal skills. You will be responsible for managing a portfolio of top e-commerce brands at Gorgias, building strong relationships with clients, driving growth, and identifying opportunities for optimization and expansion.

Your Key Responsibilities
  • Manage a portfolio of 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 We Are Looking For

To succeed in this role, you will 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.
  • A proven track record of driving expansion and churn mitigation across a portfolio exceeding $1m ARR.
Compensation and Benefits

We offer a competitive salary range of $120,000 - $180,000 per year, depending on experience, plus benefits including 5 weeks vacation, paid sick leave, 6 weeks full remote/year, paid parental leave, monthly lunch stipend, health insurance, retirement plan, and more.