Director, Customer Success

Gorgias•San Francisco, CA

3d•$235,410 - $277,095•Hybrid

About The Position

Gorgias is building a platform to make conversations the #1 way to shop, creating a unified AI agent that sells, supports, and re-engages customers across the entire journey. This role is for the Director, Customer Success, who will own the full post-sale journey for Gorgias's Commercial and Enterprise merchants, with direct accountability for Net Revenue Retention (NRR). The position involves leading the CS organization end-to-end, architecting a next-generation Customer Success model where AI handles high-volume execution and humans focus on relationships, judgment, and commercial outcomes. The role reports directly to the COO and has the scope and budget to rebuild the CS org from the ground up, focusing on AI-first strategies and driving value at scale.

Requirements

10+ years in SaaS Customer Success
5+ years leading multi-layered CS orgs (managing managers)
Proven AI-driven CS leadership (built or scaled a CS model where technology drove outcomes)
AI-native mindset (defaults to automation first, treats AI as primary delivery engine)
Full-book commercial ownership (track record owning NRR/GRR across a large, segmented merchant base)
Org builder (experience building a CS org from the ground up or fundamentally redesigning one)
Comfortable operating with direct COO and board-level visibility
Owning a budget with real tradeoffs
Leader of leaders (coached managers, knows how to scale a leadership bench)
Technical enough (has a point of view on AI agent capabilities, limitations, and roadmap)
Systems thinker (builds repeatable process and infrastructure)
High-bar leader (comfortable making difficult organizational and performance decisions)

Nice To Haves

Prior experience at an AI-native company or building an AI-driven service delivery model
Background spanning multiple merchant segments within one organization
Experience partnering directly with Product on an AI roadmap
Ecommerce or DTC industry experience

Responsibilities

Own the CS org chart across Commercial and Enterprise, setting structure, span of control, and hiring plans.
Directly coach and develop CS Managers, holding them accountable for team performance and output.
Set org-wide OKRs across Commercial and Enterprise, translating company strategy into segment-specific execution plans.
Own the CS budget end-to-end, making tradeoffs between human capacity and AI investment.
Build the performance management and career framework for CSMs and managers.
Create a culture of genuine accountability and high standards.
Own NRR across Commercial and Enterprise, with segment-specific strategies.
Ensure managers and CSMs consistently drive account health, AI adoption, and expansion.
Personally engage with strategic accounts and escalations.
Build reporting and forecasting infrastructure for renewals, expansion pipeline, and churn risk.
Guide managers in running high-impact executive business reviews.
Own the vision and execution for redesigning Customer Success as an AI-first function.
Partner with Product and Engineering leadership to shape the AI agent roadmap.
Deliver value at scale in the age of AI by automating as much as possible.
Build AI literacy across the org.
Represent Customer Success in cross-functional AI strategy conversations.
Partner with Sales, Implementation, and Product leadership to build a cohesive post-sale experience.
Represent the voice of the customer at the leadership level.
Own reporting to company leadership on CS health, AI adoption, and organizational progress.