Senior Customer Success Manager - Enterprise
GorgiasCustomer Support company
On-siteSenior
CRV
Sapphire Ventures
Alven
SaaStr
Shopify
Horsley Bridge Partners
Sales & Account Management
About the role
TL;DR
Guide ecommerce merchants through product adoption and long-term success.
- •Serve as a strategic partner to ecommerce merchants, guiding them through product adoption, optimization, and long-term success.
- •Key Responsibilities Manage a portfolio of ~70-80 ecommerce customers Build relationships with key stakeholders and run regular check-ins and QBRs Develop account plans focused on adoption, efficiency, and long-term value Drive adoption of Gorgias features including AI, automation, and integrations Monitor account health (usage, engagement, satisfaction) 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 Experience working with ecommerce brands or support operations is a strong plus Passionate about technology, automation, and the future of AI in customer support
Required skills
Customer SuccessAccount Management
Domain expertise
ecommerce