Enterprise Customer Success Manager

Job Summary

Managing a portfolio of approximately 70-80 ecommerce customers, the full-time salaried Enterprise Customer Success Manager will guide clients through product adoption and optimization while ensuring they achieve long-term success with AI-powered workflows in a remote setting.

Key responsibilities

• Build relationships with key stakeholders and conduct regular check-ins and quarterly business reviews
• Drive adoption of Gorgias features, analyze support workflows, and recommend improvements
• Monitor account health, identify risks, and support renewal conversations for clients

Required qualifications

• 3+ years in Customer Success, Account Management, or similar roles
• Experience managing multiple customers in a SaaS environment
• Strong communication skills for structured conversations with customers
• Experience working with ecommerce brands or support operations is a strong plus
• Passion for technology, automation, and the future of AI in customer support