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Enterprise Customer Success Manager
2 months ago
Gorgias is revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients derive maximum value from our platform, fostering long-term relationships and driving success in their customer service operations.
Job SummaryWe are seeking an experienced Enterprise Customer Success Manager to play a vital role in shaping our top merchants' journey with Gorgias. As a key member of our Customer Success team, you will help leading e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products.
Key Responsibilities- Manage a portfolio of the top 10-20 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.
- Apply domain and technical knowledge of the Gorgias platform, best practices, and customer insights to remove barriers and lead key resources, both internally and externally, to support the customer's 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 (Sales, Account Management, Executive Team, Product, Engineering, and partners) 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 (handling approximately 10 accounts), 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.
- Exceptional communication, interpersonal, follow-up, and attention to detail.
- Ability to handle technical tasks independently and delve into the details.
- Work Ethic: Highly organized, capable of managing multiple tasks and activities simultaneously.
- Startup Acumen: Thrives in a dynamic, fast-paced environment, self-motivated, and adaptable.
- Relationship Building: Dedicated to cultivating and sustaining customer relationships to reduce churn and enhance engagement.
- Continuous Learner: Committed to ongoing personal and professional development.
- Diplomacy: Demonstrates tact and composure under pressure when resolving customer issues.
We offer a comprehensive benefits package, including:
- 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 - Anthem & Kaiser (CA only)
- 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
- Every quarter, we organize an online company-wide summit to discuss where we're going and strengthen social bonds.
