Customer Success Manager

Summary

The job is for a Customer Success Manager at Gorgias, an AI-powered customer experience platform. The role involves managing a portfolio of ecommerce brands, driving retention, partnering with cross-functional teams, and conducting regular meetings with customers to discuss features and educate them on effectively using the platform.

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 ecommerce 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 ecommerce support expert, providing industry expertise to brands
• Drive customer loyalty by visiting clients and attending industry events

Benefits

• 5-week vacation plus 2 weeks RTT
• Paid sick leave
• 6 weeks full remote/year
• Paid parental leave (16 weeks)
• 50% of public transportation reimbursed
• Personal credit card to buy lunches (we use Swile )
• Private health insurance (we use Alan )
• Get up to €700 to set up your workstation at home (working from home should feel breezy)
• Get up to €2000 of learning material and wellness support per year!
• Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!