Gorgias is hiring a
Team Lead

Summary

Join Gorgias, a leading CX platform for ecommerce brands, as a Customer Success Manager. You will lead a team of 4-8 individuals, drive metrics, and implement best practices to ensure excellent customer support.

Requirements

• Data and results/execution-oriented; you like to move fast
• 3+ years of experience in leading high-performing CSM teams in B2B enterprise SaaS and 5+ years of experience in customer-facing roles
• Demonstrated ability in leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers
• Proven track record of owning and hitting team metrics
• Passionate about developing people and coaching your team
• High energy leader with excellent cross-functional collaboration skills to drive customer initiatives
• Desire for continuous learning and improvement with enthusiasm that inspires others
• Player-coach mentality and willingness to work with customers

Responsibilities

• Manage the CSM team of 4-8 individuals
• Own your team's metrics and drive the plan to exceed them, specifically expansion, churn mitigation, and business reviews
• Implement best practices, process improvements, training, playbooks, and feedback loops to ensure the team has consistently valuable conversations with customers
• Conduct call reviews, coach, and give constructive feedback to ensure our interactions drive product adoption
• Create and execute scalable strategies to improve customer engagement, CSAT, health score, and retention
• Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time
• Continuously raise the bar on what’s expected of customer success team members to create a high-performing team
• Create a fun and competitive global environment

Benefits

• 5-week vacation
• Paid sick leave (15 days)
• 6 weeks full remote/year
• Paid parental leave (16 weeks)
• MacBook Pro
• CAD $400/month for lunch expenses
• Private health insurance and retirement pension
• Up to CAD $900 to set up your workstation at home
• Up to CAD $2600 of learning material and wellness support per year