Enterprise Customer Success Manager

Gorgias•Toronto, ON

13h

About The Position

At Gorgias, we’re building the platform that makes conversational commerce real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. 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, you will serve as a strategic partner to a portfolio of ecommerce merchants. You will guide customers through product adoption, optimization, and long-term success by helping them implement AI-powered workflows, automate support operations, and align Gorgias with their business goals. You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform.

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
Curious and proactive - you like getting into the details of how things work
Comfortable balancing strategic conversations with hands-on execution
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 working with ecommerce brands or support operations is a strong plus

Responsibilities

Manage a portfolio of ~70-80 ecommerce customers
Build relationships with key stakeholders and run regular check-ins and QBRs
Understand customer goals, workflows, and operational challenges
Develop account plans focused on adoption, efficiency, and long-term value
Support renewal conversations for lower-risk or smaller expansions
Drive adoption of Gorgias features including AI, automation, and integrations
Analyze support workflows and recommend improvements
Help customers implement automation and AI use cases
Troubleshoot issues and partner with internal teams when needed
Monitor account health (usage, engagement, satisfaction)
Identify risks early and take action to prevent churn
Support renewals for lower-risk or smaller expansion cases
Maintain accurate customer data and engagement tracking in internal systems
Manage your book of business independently while prioritizing high-impact activities
Leverage AI tools to improve efficiency across customer workflows and internal processes
Experiment with new approaches and share insights that improve team processes and playbooks
Partner with Sales, Product, and Support teams to drive customer outcomes
Surface customer insights that inform product improvements and roadmap priorities
Ensure internal teams have clear context when escalating customer needs