Enterprise Customer Success Manager (Named Accounts)

Gorgias•San Francisco, CA

About The Position

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.

Requirements

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
Passionate about technology, automation, and the future of AI in customer support
Motivated to continuously learn, improve, and contribute to a growing team environment

Nice To Haves

Experience with ecommerce or support operations is a strong plus

Responsibilities

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
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
Own retention for high-value accounts
Identify risks early and drive recovery plans
Partner with Sales on expansion opportunities
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
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