Enterprise Customer Success Manager
Los Angeles
Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.
We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.
We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.
About Our Customer Success Team
At Gorgias, we are revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients derive maximum value from our platform, fostering long-term relationships and driving success in their customer service operations.
As an Enterprise Customer Success Manager, you will play a vital role in shaping our top merchants' journey with Gorgias. You will help leading e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products.
What You'll Do
Manage a portfolio of the top 10-20 e-commerce brands at Gorgias, handling a significant book of business.
Build and maintain strong relationships with your clients to reduce churn and contraction.
Drive growth by working closely with customers' technical and business executive leadership teams to deeply understand their business and technical objectives and execute strategic plans.
Apply domain and technical knowledge of the Gorgias platform, best practices, and customer insights to remove barriers and lead key resources, both internally and externally, to support the customer's success.
Engage regularly with customers through our touchpoint framework, including user shadowing, strategic discovery, business reviews, and roadmap presentations.
Analyze customers' product usage data proactively and take necessary actions to mitigate risk, improve product adoption, and decrease churn.
Collaborate with customer-facing account teams and executives (Sales, Account Management, Executive Team, Product, Engineering, and partners) to ensure overall platform success.
Foster customer loyalty by frequently visiting clients and participating in industry events.
Who You Are
Experience:
Over 7 years of relevant work experience in customer success, strategic account management (handling approximately 10 accounts), or strategic consulting roles, with a mandatory background in SaaS.
Proven track record of driving expansion and churn mitigation across a …
This job isn't fresh anymore!
Search Fresh JobsJob Profile
- Collaborate with internal teams
- Drive growth strategies
AI AI products Automation Customer Support SaaS Technical knowledge
TimezonesAmerica/Anchorage America/Chicago America/Denver America/Los_Angeles America/New_York Pacific/Honolulu UTC-10 UTC-5 UTC-6 UTC-7 UTC-8 UTC-9