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 end-to-end post-sale journey for Commercial and Enterprise merchants, driving Net Revenue Retention (NRR) while rebuilding the Customer Success operating model for an AI-native organization. Lead and coach managers, set org-wide OKRs, and manage budget and performance frameworks. Partner with Product and Engineering to shape an AI agent roadmap, ensuring AI-first execution at scale with humans focused on outcomes, judgment, and commercial depth.

Location: San Francisco, Toronto, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Own the CS org chart across Commercial and Enterprise, including hiring plans as the org scales with AI-driven leverage.
•Directly coach and develop CS managers, holding them accountable for performance, growth, and team output.
•Set org-wide OKRs and manage the CS budget end-to-end, making tradeoffs between human capacity and AI investment.
•Own NRR across Commercial and Enterprise using segment-specific strategies, including forecasting and churn-risk visibility.
•Lead the redesign of Customer Success as an AI-first function and partner with Product and Engineering on the AI agent roadmap.

Pay and Benefits

Salary: USD 235,410 - 277,095 annually

Equity and Bonus:Equity

Perks:Learning Budget

Key Requirements

•10+ years in SaaS Customer Success with 5+ years leading multi-layered CS orgs managing managers, not just individual contributors.
•Proven AI-driven Customer Success leadership, having built or scaled CS models where technology drove outcomes.
•AI-native mindset focused on automation first and treating AI as the primary delivery engine.
•Full-book commercial ownership with track record owning NRR/GRR across a large segmented merchant base, understanding Commercial vs. Enterprise motions.
•Experience building or fundamentally redesigning a CS org from the ground up in ambiguous, greenfield environments.

Experience:10+ yearsSaaSEcommerce

Skills:LeadershipCoachingCommercial judgmentSystems thinkingAccountability

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: San Francisco, Toronto, New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Success & Account Management

Seniority: Director level

Key Responsibilities

•Own the CS org chart across Commercial and Enterprise, including hiring plans as the org scales with AI-driven leverage.
•Directly coach and develop CS managers, holding them accountable for performance, growth, and team output.
•Set org-wide OKRs and manage the CS budget end-to-end, making tradeoffs between human capacity and AI investment.
•Own NRR across Commercial and Enterprise using segment-specific strategies, including forecasting and churn-risk visibility.
•Lead the redesign of Customer Success as an AI-first function and partner with Product and Engineering on the AI agent roadmap.

Pay and Benefits

Salary: USD 235,410 - 277,095 annually

Equity and Bonus:Equity

Perks:Learning Budget

Key Requirements

•10+ years in SaaS Customer Success with 5+ years leading multi-layered CS orgs managing managers, not just individual contributors.
•Proven AI-driven Customer Success leadership, having built or scaled CS models where technology drove outcomes.
•AI-native mindset focused on automation first and treating AI as the primary delivery engine.
•Full-book commercial ownership with track record owning NRR/GRR across a large segmented merchant base, understanding Commercial vs. Enterprise motions.
•Experience building or fundamentally redesigning a CS org from the ground up in ambiguous, greenfield environments.

Experience:10+ yearsSaaSEcommerce

Skills:LeadershipCoachingCommercial judgmentSystems thinkingAccountability

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