Gorgias

2 weeks ago

Director, Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 minutes agoStatus: Live

Job Summary

Own the full post-sale journey for Commercial and Enterprise merchants, driving Net Revenue Retention (NRR) and segment-specific strategies at scale. Lead an end-to-end Customer Success organization, coaching managers and CSMs while building org structure, OKRs, performance frameworks, and budgets. Architect an AI-first operating model where agents handle high-volume execution and humans own outcomes and judgment, partnering closely with Product, Engineering, Sales, and Implementation.

Location: New York, Toronto, San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Lead the CS org end-to-end for Commercial and Enterprise merchants, including org chart, hiring plans, and span of control for managers and named-account CSMs.
•Coach and develop CS Managers and hold the team accountable for performance, growth, and output.
•Own NRR across segments and ensure account health, AI adoption, and expansion through your managers and CSMs.
•Build and run an AI-first Customer Success operating model where AI handles high-volume execution and humans own outcomes and judgment.
•Partner with Product and Engineering to shape the AI agent roadmap and represent CS in cross-functional AI strategy at the leadership level.

Pay and Benefits

Salary: USD 225,994 - 266,011 annually

Equity and Bonus:Equity

Perks:Learning Budget

Key Requirements

•10+ years in SaaS Customer Success, including 5+ years leading multi-layered CS orgs (managing managers).
•Proven AI-driven Customer Success leadership, scaling models where technology drives outcomes.
•AI-native mindset with a default to automation first, using AI as the primary delivery engine.
•Full-book commercial ownership, with track record owning NRR/GRR across a segmented merchant base.
•Experience building or fundamentally redesigning a CS org from the ground up (greenfield scope preferred).

Experience:10+ yearsSaaSEcommerceDTCAI-native

Skills:Leadership presenceSystems thinkingAccountabilityStrategic judgmentCross-functional partnership

Tech Stack:AIAI agentsChatGPTClaudeGranola

Company Brief

Gorgias

Gorgias provides a conversational AI-powered customer support platform for ecommerce brands, centralizing email, chat, SMS and social support with automation to resolve tickets and drive revenue through support.

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: USD 500M to 1B

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2015

Glassdoor: 3.2

Website LinkedIn Glassdoor

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Gorgias

2 weeks ago

Director, Customer Success

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 minutes agoStatus: Live

Job Summary

Location: New York, Toronto, San Francisco

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Lead the CS org end-to-end for Commercial and Enterprise merchants, including org chart, hiring plans, and span of control for managers and named-account CSMs.
•Coach and develop CS Managers and hold the team accountable for performance, growth, and output.
•Own NRR across segments and ensure account health, AI adoption, and expansion through your managers and CSMs.
•Build and run an AI-first Customer Success operating model where AI handles high-volume execution and humans own outcomes and judgment.
•Partner with Product and Engineering to shape the AI agent roadmap and represent CS in cross-functional AI strategy at the leadership level.

Pay and Benefits

Salary: USD 225,994 - 266,011 annually

Equity and Bonus:Equity

Perks:Learning Budget

Key Requirements

•10+ years in SaaS Customer Success, including 5+ years leading multi-layered CS orgs (managing managers).
•Proven AI-driven Customer Success leadership, scaling models where technology drives outcomes.
•AI-native mindset with a default to automation first, using AI as the primary delivery engine.
•Full-book commercial ownership, with track record owning NRR/GRR across a segmented merchant base.
•Experience building or fundamentally redesigning a CS org from the ground up (greenfield scope preferred).

Experience:10+ yearsSaaSEcommerceDTCAI-native

Skills:Leadership presenceSystems thinkingAccountabilityStrategic judgmentCross-functional partnership

Tech Stack:AIAI agentsChatGPTClaudeGranola

Company Brief

Gorgias

Industry: Enterprise Software

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Valuation: USD 500M to 1B

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2015

Glassdoor: 3.2

Website LinkedIn Glassdoor