Customer Success Manager

4 weeks ago

San Francisco, California, United States Gorgias Full time
About the Role

We are seeking a highly skilled Full Cycle Customer Success Manager to join our team at Gorgias. As a key member of our Customer Success Team, you will be responsible for managing the entire post-sale lifecycle for your book of business, from implementation to renewal for our Convert product.

This role is instrumental in managing all aspects of customer relations post-sales stage, and the perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding/account management.

About the Convert Product

Convert is Gorgias' suite of revenue optimization products that help our Merchants increase their conversion rate, grow AOVs, and reduce bounce rate through targeted on-site chat campaigns.

We've repeatedly proven that with Convert, Merchants can increase their GMV by more than 10% and add +$30k / week in incremental sales.

Key Responsibilities
  • Conduct in-depth onboarding sessions for new customers, tailoring the experience to drive adoption of our Convert product
  • Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals
  • Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and helping them understand their performance through data
  • Document customer interactions and feedback meticulously, so we can leverage this data to continuously improve the onboarding and overall customer experience
  • Analyze and interpret e-commerce customer data, providing valuable insights to optimize marketing campaign strategy within the Convert Product
  • Proactively identify and mitigate potential churn and contraction
  • Proactively identify and execute on expansion opportunity
  • Keep your book engaged post onboarding through regular customer check-ins
Requirements
  • 2+ years in SaaS in a Customer Success role. Experience working with e-commerce or marketing clients and conversion optimization tools is a big plus
  • Proficiency in English is required
  • Excellent communication, interpersonal, follow-up, and attention to detail skills
  • Proficient in concurrently managing up to 50 accounts, adept at tailoring support to meet the diverse needs of both small and large merchants
  • Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes
  • Passionate about building and maintaining relationships, with a demonstrated ability to mitigate churn and drive renewals
  • Demonstrated passion for continuous learning and personal growth
Perks and Benefits
  • 5-week vacation
  • Paid sick leave (15 days)
  • 6 weeks full-remote/year
  • Paid parental leave (16 Weeks)
  • $300/month for lunch expenses (you'll have your own Gorgias credit card)
  • Included in your offer's calculation, there's a 5% bonus for healthcare to compensate for Private Health costs
  • Get $700 to set up your workstation at home (working from home should feel breezy)
  • Get $2000 of learning material and wellness support per year
About Gorgias

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 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 Team

The Customer Success Team at Gorgias is dedicated to ensuring a seamless start for every customer's journey through a best in class implementation process, and to ensuring long-term success through hands-on account management.

This involves cultivating a strong product knowledge, engaging in consultative conversations, and adopting a strategic onboarding approach that extends beyond mere activation.

Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention.

By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions.

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