Customer Success Manager

Summary

The job is for a Customer Success Manager at Gorgias, a company that provides AI-powered customer experience solutions to ecommerce brands. The role involves managing a portfolio of ecommerce brands, driving retention, partnering with cross-functional teams, coaching customers, conducting meetings, serving as the primary point of contact for customer inquiries, identifying expansion opportunities, and acting as an operational ecommerce support expert.

Requirements

• 3+ years in SaaS or Customer Success, with a preference for e-commerce experience
• Strong communication, interpersonal, follow-up, and attention to detail
• Highly organized with the ability to juggle multiple tasks and activities simultaneously
• Comfortable in a dynamic, fast-paced environment, self-motivated, and adaptable
• Passionate about fostering and maintaining customer relationships to mitigate churn and drive engagement
• Eager to grow and improve continuously
• Tact and poise under pressure when working through customer issues

Responsibilities

• Manage a portfolio of 50-80 e-commerce brands
• Drive retention by maintaining high levels of customer engagement and satisfaction
• Partner closely with cross-functional teams to translate business needs and product requirements into new solutions for customers
• Coach customers to become product experts and train their teams on best practices to increase self-sufficiency
• Conduct quarterly or more frequent meetings with customers to discuss features and educate them on effectively using the platform
• Serve as the primary point of contact for customer inquiries, issues, and feedback
• Lead strategic conversations to understand customer needs and objectives, identifying key opportunities where Gorgias can add value
• Proactively identify at-risk customers and develop strategies to mitigate churn
• Identify expansion opportunities and partner with the account management team to upsell or cross-sell
• Act as an operational e-commerce support expert, providing industry expertise to brands
• Drive customer loyalty by visiting clients and attending industry events

Benefits

• 5-week vacation
• Paid sick leave (15 days)
• Paid parental leave (16 weeks)
• MacBook Pro
• AUD$5000 gross/year added to your salary
• Gorgias contributes to your superannuation (10%)
• AUD$1,000 signing bonus to set up your workstation at home (working from home should feel breezy)
• Get up to AUD$2,800 of learning material per year
• Every quarter, we organize a company-wide summit to discuss where we’re going and strengthen the social bonds (once the health situation allows it, we’ll transform these summits into offsites!)
• This is a fully remote role that must be based in Australia