Director, Customer Success
GorgiasCustomer Support company
New YorkDirector
CRV
Sapphire Ventures
Alven
SaaStr
Shopify
Horsley Bridge Partners
Sales & Account Management
About the role
TL;DR
Own the full post-sale journey for Gorgias's Commercial and Enterprise merchants.
- •As Director, Customer Success, you'll own the full post-sale journey for Gorgias's Commercial and Enterprise merchants, with direct accountability for Net Revenue Retention (NRR) across that book.
- •Key Responsibilities Own the CS org chart across Commercial and Enterprise: 2 CS Managers plus the named-account CSMs, setting structure, span of control, and hiring plans as the org scales with AI-driven leverage Directly coach and develop your CS Managers, holding them accountable for the performance, growth, and output of their teams Set org-wide OKRs across Commercial and Enterprise, translating company strategy into segment-specific execution plans Own the CS budget end-to-end (headcount, tooling, and program spend), making the tradeoffs between human capacity and AI investment Build the performance management and career framework for CSMs and managers across both segments Create a culture of genuine accountability and high standards across the org, including making difficult performance decisions when needed Requirements Own NRR across Commercial and Enterprise, with segment-specific strategies rather than a one-size-fits-all playbook Ensure your managers and their CSMs are consistently
Required skills
Engineering ManagementStrategic PlanningOrganizational DesignCoachingMentoringChange ManagementCross-functional LeadershipCustomer SuccessCustomer OnboardingImplementation Management
Nice-to-have skills
Product ManagementAgileScrumOKRsDesign ThinkingProject ManagementBusiness DevelopmentSalesEnterprise SalesAccount Management
Domain expertise
ecommerce