Director, Customer Success
Gorgias
New York, Toronto, San Francisco
Workplace: HybridFull timeCAD 220,815 - 259,915 annuallyFunction: Customer Success & Account ManagementExperience: 10+ yearsSkills: ["Leadership","Coaching","Accountability","Systems thinking"]Own the full post-sale journey for Commercial and Enterprise merchants, with direct accountability for Net Revenue Retention (NRR) at scale. Lead an end-to-end Customer Success organization across two CS managers and named-account CSMs, set OKRs, manage budget tradeoffs, and build reporting/forecasting. Architect the AI-first operating model where AI handles high-volume execution and humans drive outcomes, judgment, and commercial depth—reporting directly to the COO.
