Enterprise Customer Success Manager (Named Accounts) at Gorgias

We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood. Join us to make Conversational Commerce real. ABOUT THE TEAM At Gorgias, we are revolutionizing customer service for ecommerce businesses. Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long-term operational impact. We partner with leading ecommerce brands to optimize their support operations, implement AI-powered workflows, and unlock scalable growth. As an Enterprise Customer Success Manager (Named Accounts), you’ll own a portfolio of our most strategic and complex customers. You’ll manage ~40 accounts, including a subset of highly complex ones, and act as a senior partner across business, operations, and technical strategy. WHAT YOU’LL DO As an Enterprise Customer Success Manager, you will: CUSTOMER PARTNERSHIP & ACCOUNT MANAGEMENT - Own a portfolio of ~40 enterprise customers, including ~10 high-complexity accounts - Build relationships with senior stakeholders and decision-makers - Lead QBRs and long-term account planning tied to business outcomes - Navigate complex customer environments with multiple stakeholders PRODUCT ADOPTION & OPTIMIZATION - Drive advanced adoption of AI, automation, and integrations - Guide customers through complex implementations and custom workflows - Act as a strategic advisor on scaling support operations - Help customers move toward more efficient and automated setups CUSTOMER HEALTH & RISK MANAGEMENT - Own retention for high-value accounts - Identify risks early and drive recovery plans - Partner with Sales on expansion opportunities OPERATIONAL EXCELLENCE & AI ENABLEMENT - Operate with a high level of autonomy, managing your portfolio with clear prioritization and focus on impact - Use AI and internal tools to improve both customer workflows and your own efficiency - Identify patterns across accounts and contribute to improving team playbooks and best practices - Bring structure to ambiguous situations and create scalable solutions for complex customer needs CROSS-FUNCTIONAL COLLABORATION - Partner with Sales, Product, and Support teams to drive customer outcomes - Lead coordination across teams for complex accounts and escalations - Surface insights that shape product direction and strategy WHO YOU ARE - 5+ years in Customer Success, Implementation, Consulting, or similar - Experience managing complex enterprise customers - Strong project management and problem-solving skills - Comfortable operating both strategically and hands-on - Able to influence stakeholders and drive outcomes without authority - Curious, structured, and highly ownership-driven - Experience with ecommerce or support operations is a strong plus - Passionate about technology, automation, and the future of AI in customer support - Motivated to continuously learn, improve, and contribute to a growing team environment AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones. The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions. We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our Applicant Privacy Policy [Upgrade to PRO to see link] Diversity & Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making. If you need accommodations during the application or interview process, please contact us at [Upgrade to PRO to see contact].