Manager, Enterprise Customer Success

Gorgias
Toronto, New York
Workplace: RemoteFull timeCAD 155,000 - 207,000 annuallyFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Strategic thinking","Communication","Problem-solving"]

Lead a team of Enterprise Customer Success Managers to deliver AI-enabled value at scale for Gorgias’ strategic merchants. Own outcomes, retention, and growth in a high-growth, enterprise environment from Toronto or NYC, blending AI-driven delivery with human judgment and playbooks to drive ROI and adoption.

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Gorgias
Gorgias
3 months ago

Manager, Enterprise Customer Success

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Last checked: 5 hours agoStatus: Live

Job Summary

Lead a team of Enterprise Customer Success Managers to deliver AI-enabled value at scale for Gorgias’ strategic merchants. Own outcomes, retention, and growth in a high-growth, enterprise environment from Toronto or NYC, blending AI-driven delivery with human judgment and playbooks to drive ROI and adoption.
Location: Toronto, New York
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Lead, coach, and develop a team of up to 10 Enterprise CSMs through regular 1:1s, team rituals, structured performance frameworks, and clear expectations
  • •Own team OKRs and translate high-level goals into actionable, measurable plans
  • •Own performance management and career development for each direct report
  • •Upskill your team on emerging technical capabilities, including AI agent management
  • •Create a culture of accountability and high standards across the team

Pay and Benefits

Salary: CAD 155,000 - 207,000 annually
Equity and Bonus:Equity
Perks:EquityRemote Work

Key Requirements

  • •7+ years in SaaS CS, implementation, or technical account management; 3+ years managing teams in high-growth environments
  • •Proven track record owning enterprise accounts ($30K–$200K+ ARR)
  • •AI-forward: you've used AI tools consistently in your own work
  • •Delivery-driven: you own outcomes, run playbooks, and track automation targets
  • •Technical: comfortable with APIs, integrations, and automation; hands-on with low-code tooling
Experience:SaaSEnterprise softwareEcommerce
Skills:LeadershipCoachingStrategic thinkingCommunicationProblem-solving
Tech Stack:APIsIntegrationsAutomationLow-codeAI agents

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
Glassdoor: 3.2
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