Senior Customer Success Manager - Enterprise

Gorgias
Paris
Workplace: OnsiteFull timeEUR 89,708 - 99,151 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Communication","Relationship management","Problem-solving","Strategic thinking","Proactivity"]

Own a portfolio of ~70–80 ecommerce merchants and act as a strategic partner to drive adoption, optimization, and long-term success of the platform. Lead QBRs and check-ins, analyze support workflows, and help customers implement AI-powered workflows, automation, and integrations. Monitor customer health and risks to prevent churn, maintain accurate engagement data, and collaborate with Sales, Product, and Support to improve outcomes and inform the roadmap.

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Gorgias
Gorgias
1 day ago

Senior Customer Success Manager - Enterprise

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Last checked: 8 hours agoStatus: Live

Job Summary

Own a portfolio of ~70–80 ecommerce merchants and act as a strategic partner to drive adoption, optimization, and long-term success of the platform. Lead QBRs and check-ins, analyze support workflows, and help customers implement AI-powered workflows, automation, and integrations. Monitor customer health and risks to prevent churn, maintain accurate engagement data, and collaborate with Sales, Product, and Support to improve outcomes and inform the roadmap.
Location: Paris
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Manage a portfolio of ~70–80 ecommerce customers, building relationships and running regular check-ins and QBRs.
  • •Develop account plans focused on adoption, efficiency, and long-term value, including supporting renewals for lower-risk or smaller expansions.
  • •Drive adoption of features including AI, automation, and integrations by analyzing workflows and recommending improvements.
  • •Monitor customer health (usage, engagement, satisfaction), identify risks early, and take action to prevent churn.
  • •Maintain accurate customer data and use AI tools to improve efficiency while collaborating cross-functionally with Sales, Product, and Support.

Pay and Benefits

Salary: EUR 89,708 - 99,151 annually
Equity and Bonus:Equity
Perks:Learning Budget

Key Requirements

  • •5+ years in Customer Success, Account Management, or similar roles.
  • •Experience managing multiple customers in a SaaS environment.
  • •Strong communication skills to run structured conversations with customers.
  • •Curious and proactive; able to get into the details of how workflows work.
  • •Comfort balancing strategic discussions with hands-on execution.
Experience:5+ yearsSaaSEcommerceCustomer successAIAutomation
Skills:CommunicationRelationship managementProblem-solvingStrategic thinkingProactivity
Tech Stack:AIAutomationIntegrationsChatGPTClaudeGranola

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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