[Remote] Senior Customer Success Manager - Enterprise

Note: The job is a remote job and is open to candidates in USA. Gorgias is revolutionizing customer service for ecommerce businesses by building a unified AI agent that enhances customer interactions. As a Senior Customer Success Manager - Enterprise, you will manage a portfolio of ecommerce merchants, guiding them through product adoption and optimization while ensuring they maximize the value of the platform.ResponsibilitiesManage a portfolio of :70-80 ecommerce customersBuild relationships with key stakeholders and run regular check-ins and QBRsUnderstand customer goals, workflows, and operational challengesDevelop account plans focused on adoption, efficiency, and long-term valueSupport renewal conversations for lower-risk or smaller expansionsDrive adoption of Gorgias features including AI, automation, and integrationsAnalyze support workflows and recommend improvementsHelp customers implement automation and AI use casesTroubleshoot issues and partner with internal teams when neededMonitor account health (usage, engagement, satisfaction)Identify risks early and take action to prevent churnSupport renewals for lower-risk or smaller expansion casesMaintain accurate customer data and engagement tracking in internal systemsManage your book of business independently while prioritizing high-impact activitiesLeverage AI tools to improve efficiency across customer workflows and internal processesExperiment with new approaches and share insights that improve team processes and playbooksPartner with Sales, Product, and Support teams to drive customer outcomesSurface customer insights that inform product improvements and roadmap prioritiesEnsure internal teams have clear context when escalating customer needsSkills3+ years in Customer Success, Account Management, or similar rolesExperience managing multiple customers in a SaaS environmentStrong communicator who can run structured conversations with customersCurious and proactive - you like getting into the details of how things workComfortable balancing strategic conversations with hands-on executionExperience working with ecommerce brands or support operations is a strong plusPassionate about technology, automation, and the future of AI in customer supportMotivated to continuously learn, improve, and contribute to a growing team environmentBenefitsEveryone has access to premium AI tools (ChatGPT, Claude, Granola & others)An annual L&D budget to explore new onesOur #powerup Slack channel is a digital petri dish of new tools and workflowsEach team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessionsCompany OverviewGorgias is a multi-channel helpdesk integrated for online and e-commerce merchants. It was founded in 2015, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is https://www.gorgias.com/.