Senior Customer Success Manager for E-commerce
2 weeks ago
Gorgias is a leading platform that empowers e-commerce brands to enhance their customer experience through AI-driven solutions. We are recognized as the top customer experience platform in the industry, serving over 15,000 merchants globally, ranging from small independent stores to major e-commerce enterprises.
Our platform integrates seamlessly with Shopify, allowing for quick setup without the need for complicated onboarding processes. Gorgias provides a unified solution for managing customer support across all channels, enabling brands to automate up to 60% of their support tasks. This allows customer service agents to concentrate on high-value interactions and boost sales. Additionally, we offer specialized marketing tools designed to convert more visitors into customers, thereby increasing gross merchandise volume (GMV).
Customer Success Team OverviewAt Gorgias, we are transforming customer service for e-commerce businesses. Our Customer Success team is dedicated to ensuring that our clients maximize the value they receive from our platform, fostering enduring relationships and driving success in their customer service operations.
As a Senior Customer Success Manager, you will be instrumental in guiding our top merchants through their journey with Gorgias. Your role will involve assisting leading e-commerce brands in delivering exceptional support via our helpdesk and automating their support workflows using our advanced automation and AI capabilities.
Key Responsibilities- Manage a portfolio of 10-20 premier e-commerce brands, overseeing a substantial book of business.
- Establish and nurture strong relationships with clients to minimize churn and contraction.
- Drive growth by collaborating closely with customers' technical and executive leadership teams to thoroughly understand their business and technical goals, executing strategic plans accordingly.
- Utilize your domain and technical expertise regarding the Gorgias platform, best practices, and customer insights to eliminate obstacles and lead key resources, both internally and externally, to support customer success.
- Engage with customers regularly through our touchpoint framework, which includes user shadowing, strategic discovery sessions, business reviews, and roadmap presentations.
- Proactively analyze customers' product usage data and take necessary actions to mitigate risks, enhance product adoption, and reduce churn.
- Collaborate with customer-facing account teams and executives across Sales, Account Management, Executive Team, Product, Engineering, and partners to ensure overall platform success.
- Foster customer loyalty by maintaining frequent contact with clients and participating in industry events.
We are seeking candidates with extensive experience in e-commerce and customer support, who are well-integrated into these industries.
Experience:- Over 7 years of relevant experience in customer success, strategic account management, or strategic consulting roles, with a required background in SaaS.
- Demonstrated success in driving expansion and mitigating churn across a portfolio exceeding $5 million in annual recurring revenue (ARR).
- Extensive experience engaging with diverse customer stakeholders.
- Outstanding communication, interpersonal, follow-up, and attention to detail.
- Ability to independently handle technical tasks and dive into details.
- Highly organized, capable of managing multiple tasks and activities simultaneously.
- Thrives in a dynamic, fast-paced environment, demonstrating self-motivation and adaptability.
- Committed to cultivating and sustaining customer relationships to reduce churn and enhance engagement.
- Dedicated to ongoing personal and professional development.
- Exhibits tact and composure under pressure when addressing customer issues.
- 5 weeks of vacation
- Paid sick leave
- Paid parental leave (16 weeks)
- Monthly lunch stipend of $300
- Health insurance with up to 100% of premiums covered for employees
- Retirement contributions to your 401k
- Workstation setup allowance
- Annual learning material and wellness support budget
- Quarterly online company-wide summits and annual offsite retreats
Gorgias is committed to ensuring equal employment opportunities without discrimination or harassment based on any protected characteristic.
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