Customer Success Manager

We believe conversations will become the #1 way to shop.

At Gorgias were 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 were 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 were 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 CSM Team

At Gorgias we are revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients get maximum value from our platform building long-term relationships and helping them succeed in scaling their customer service operations.

As a Customer Success Manager you will partner with a portfolio of merchantsincluding some enterprise brandsto drive adoption strengthen relationships and ensure customer satisfaction with Gorgias.

What Youll Do

• Manage a portfolio of e-commerce merchants including mid-market and some enterprise accounts.

• Build and maintain strong relationships with key stakeholders to support customer retention and growth.

• Serve as a trusted advisor by helping customers adopt best practices and leverage the Gorgias platform effectively.

• Identify opportunities for product adoption account optimization and expansion in partnership with Account Management and Sales.

• Proactively monitor product usage and customer health taking action to mitigate risk and reduce churn.

• Conduct regular check-ins business reviews and strategy discussions with customers.

• Collaborate closely with internal teams (Sales Product Support and Engineering) to deliver a seamless customer experience.

• Participate in occasional customer visits conferences or events (travel up to 1015%).

Who You Are

• 35 years of relevant work experience in customer success account management or consulting in a SaaS environment.

• Experience managing 3050 customer accounts with some exposure to enterprise or larger customers preferred.

• Track record of improving customer adoption reducing churn and identifying growth opportunities.

• Strong communication and interpersonal skills with the ability to work with both day-to-day operators and senior stakeholders.

• Solid organizational and project management skillsable to juggle multiple priorities while maintaining attention to detail.

• Comfortable using CRM CS tools and analytics platforms to track performance and customer health.

• Self-motivated and adaptable thriving in a fast-paced startup environment.

• A team player who values collaboration learning and customer advocacy.

Skills & Expectations

• Customer-Focused: Dedicated to helping merchants achieve their goals with Gorgias.

• Analytical: Able to interpret usage data and translate it into actionable insights.

• Proactive: Anticipates customer needs and takes initiative to address challenges.

• Effective Communicator: Skilled at simplifying complex ideas for different audiences.

• Relationship Builder: Invests in long-term customer partnerships that drive loyalty.

Perks and Benefits

5-week vacation

Paid sick leave (15 days)

6 weeks full remote/year

Paid parental leave (16 weeks)

CAD $400/month for lunch expenses (youll have your own Gorgias credit card)

We provide private health insurance and retirement pension

Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)

Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books courses and individual coaching sessions) directly linked to your job scope as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

Every quarter we organize an online company-wide summit to discuss where were going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

AI use in Recruiting at Gorgias
We use AI tools to assist in managing and assessing applications with human oversight at every stage.

Diversity & Inclusion at Gorgias
We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds experiences and perspectives. At Gorgias we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race color religion gender identity sexual orientation disability age or any other protected status.

If you need accommodations to participate in the application or interview process perform essential job functions or access other employment benefits please contact us at . Lets grow together!

Required Experience:

Manager