Enterprise Customer Success Manager

Summary

Join Gorgias, a leading AI-powered customer experience platform, as an Enterprise Customer Success Manager. You will manage a portfolio of top e-commerce brands, building strong relationships to reduce churn and drive growth. This role involves collaborating with clients' leadership teams, identifying optimization opportunities, and fostering customer loyalty through regular visits and engagement. You will leverage your technical expertise to solve complex issues and contribute to the overall platform success. The position requires significant experience in customer success or strategic account management within SaaS, along with strong communication and relationship-building skills. Gorgias offers a competitive compensation package and benefits, including generous paid time off, parental leave, and professional development opportunities.

Requirements

• 7 years of relevant work experience in customer success, strategic account management (handling approximately 20-40 accounts), or strategic consulting roles, with a mandatory background in SaaS
• Experience with navigating large organizations to identify and build relationships with key stakeholders and decision-making executives
• Proven track record of driving expansion and churn mitigation across a portfolio exceeding $1m ARR
• Experience using role and industry-relevant CRM and reporting software and tools
• Disciplined in accurately documenting account plans, progress, and opportunities - and identifying any risk
• Strong technical acumen to identify, diagnose, and present solutions to complex technical issues and effectively communicate product release information
• Ability to communicate effectively with key points of contact and stakeholders of various levels of seniority
• Exceptional communication, interpersonal, follow-up, and attention to detail
• Ability to handle technical tasks independently and delve into the details
• Highly organized, capable of managing multiple tasks and activities simultaneously
• Thrives in a dynamic, fast-paced environment, self-motivated, and adaptable
• Dedicated to cultivating and sustaining customer relationships to reduce churn and enhance engagement
• Committed to ongoing personal and professional development
• Demonstrates tact and composure under pressure when resolving customer issues

Responsibilities

• Manage a portfolio of our top e-commerce brands at Gorgias, handling a significant book of business
• Build and maintain strong relationships with your clients to reduce churn and contraction
• Drive growth by working closely with customers' technical and business executive leadership teams to deeply understand their business and technical objectives and execute strategic plans
• Identify opportunities for optimization, expansion, and cross-sell
• Foster relationships and customer loyalty by visiting accounts based on the East Coast on a regular basis (travel 25%)
• Participate in conferences, industry events, private hosted events and onsite planning sessions with customers
• Apply domain and technical knowledge of the Gorgias platform, best practices, and customer insights to remove barriers and lead key resources, both internally and externally, to support the customer's success
• Engage regularly with customers through our touchpoint framework, including user shadowing, strategic discovery, business reviews, and roadmap presentations
• Analyze customers' product usage data proactively and take necessary actions to mitigate risk, improve product adoption, and decrease churn
• Collaborate with customer-facing account teams and executives (Sales, Account Management, Executive Team, Product, Engineering, and partners) to ensure overall platform success

Benefits

• 5-week vacation
• Paid sick leave
• 6 weeks full remote/year
• Paid parental leave (16 weeks)
• Monthly lunch stipend of $300
• Health insurance with up to 100% of premiums paid for employees - Anthem explore our plans
• Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income
• 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! This includes $1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a $500 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 we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!