Senior Customer Success Manager - Enterprise

Gorgias
San Francisco
Workplace: HybridFull timeUSD 117,542 - 129,914 annuallyFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Collaboration","Problem-solving","Curiosity","Proactiveness"]

Enterprise Customer Success Manager to uphold relationships with ecommerce brands, drive adoption of AI-powered features, and optimize support operations. You will manage a portfolio of 70-80 clients, collaborate with Sales/Product/Support, and shape renewal strategies while leveraging automation and data to improve adoption, efficiency, and long-term value.

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Gorgias
Gorgias
4 months ago

Senior Customer Success Manager - Enterprise

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Last checked: 8 hours agoStatus: Live

Job Summary

Enterprise Customer Success Manager to uphold relationships with ecommerce brands, drive adoption of AI-powered features, and optimize support operations. You will manage a portfolio of 70-80 clients, collaborate with Sales/Product/Support, and shape renewal strategies while leveraging automation and data to improve adoption, efficiency, and long-term value.
Location: San Francisco
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Manage a portfolio of ~70-80 ecommerce customers and build relationships with key stakeholders, running regular check-ins and QBRs.
  • •Drive adoption of Gorgias features including AI, automation, and integrations; analyze support workflows and recommend improvements.
  • •Monitor account health (usage, engagement, satisfaction); identify risks early and take action to prevent churn; support renewals for lower-risk or smaller expansion cases.
  • •Maintain accurate customer data and engagement tracking in internal systems; manage your book of business independently while prioritizing high-impact activities; leverage AI tools to improve efficiency across customer workflows and internal processes.
  • •Partner with Sales, Product, and Support teams to drive customer outcomes; surface customer insights that inform product improvements and roadmap priorities.

Pay and Benefits

Salary: USD 117,542 - 129,914 annually
Equity and Bonus:Equity
Perks:Equity

Key Requirements

  • •3+ years in Customer Success, Account Management, or similar roles.
  • •Experience managing multiple customers in a SaaS environment.
  • •Strong communicator who can run structured conversations with customers.
  • •Curious and proactive - you like getting into the details of how things work.
  • •Experience working with ecommerce brands or support operations is a strong plus.
Experience:3+ yearsEcommerceSaaS
Skills:CommunicationCollaborationProblem-solvingCuriosityProactiveness
Tech Stack:AIAutomationIntegrations

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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