Customer Success Manager - Commercial

Gorgias; Buenos Aires; Híbrido; ARS 91.438.000 - 137.157.000; Jornada completa

Descripción de la vacante

Gorgias is seeking a Commercial Customer Success Manager to guide a portfolio of ecommerce merchants through product adoption and AI-enabled optimizations.

You will partner with Sales, Product, and Support to drive value, monitor health, and prevent churn while delivering structured, solution-oriented conversations.

Formación

• 2+ years in Customer Success or related SaaS role.
• Experience handling a high-volume portfolio.
• Strong communication and problem-solving skills.
• Interest in AI and ecommerce tech is a plus.

Responsabilidades

• Manage a large portfolio of ecommerce customers and drive adoption.
• Analyze workflows and implement AI-powered improvements.
• Support renewal conversations and manage risk.
• Collaborate with Sales, Product, and Support teams.

Conocimientos

Portfolio management

Customer success

Communication

Problem solving

AI interest

Descripción del empleo

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

At Gorgias, we’re 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 we’re 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, we’re 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 Team

At Gorgias, we are revolutionizing customer service for ecommerce businesses. Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long‑term operational impact.

We partner with leading ecommerce brands to optimize their support operations, implement AI‑powered workflows, and unlock scalable growth.

As a Commercial Customer Success Manager, you will serve as a strategic partner to a portfolio of ecommerce merchants. You will guide customers through product adoption, optimisation, and long‑term success by helping them implement AI‑powered workflows, automate support operations, and align Gorgias with their business goals.

You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform.
11am - 8pm.

What You’ll Do

As a Commercial Customer Success Manager, you will:

Customer Partnership & Account Strategy

• Manage a large portfolio of commercial ecommerce customers (high‑volume book of business)

• Maintain a strong pulse on your accounts through a mix of proactive and reactive engagement

• Run regular check‑ins and support higher‑value customers with more structured conversations

• Understand customer workflows, goals, and common blockers

• Support customers in improving how they use Gorgias in their day‑to‑day operations

Product Adoption & Optimization

• Drive adoption of Gorgias features including automation, AI, and integrations

• Analyze support workflows and recommend improvements for common use cases

• Help customers implement automation and AI workflows to improve efficiency

• Troubleshoot product issues and support customers in resolving blockers

• Get hands‑on in customer setups when needed (reoptimizations, fixes, improvements)

Customer Health & Risk Management

• Monitor account health signals (usage, engagement, sentiment) across a large portfolio

• Identify risk signals and take action to prevent churn

• Focus on improving adoption and setup quality as key drivers of retention

• Support renewal conversations for lower‑risk or flat renewals when needed

Operational Excellence & AI Enablement

• Maintain accurate customer data and engagement tracking in internal systems

• Manage your book of business in a structured and organised way

• Prioritise accounts based on impact and risk

• Use AI and internal tools to improve efficiency in your day‑to‑day work

• Contribute insights and patterns to improve team processes over time

Cross‑Functional Collaboration

• Partner with Sales, Product, and Support teams to resolve issues and improve outcomes

• Escalate when needed and ensure context is clearly communicated

• Share recurring customer challenges and insights with internal teams

Who You Are

• 2+ years in Customer Success, Support, Account Management, or a customer‑facing SaaS role

• Comfortable managing a high‑volume portfolio of accounts

• Strong communicator who can guide customers through practical, solution‑oriented conversations

• Support‑oriented and hands‑on – you enjoy helping customers solve real problems

• Curious and detail‑oriented – you like getting into how systems and workflows actually work

• Organised and able to prioritise effectively across many customers

• Experience with ecommerce, support operations, or automation tools is a strong plus

• Interest in AI and how it improves customer support

AI at Gorgias
At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyse, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.

The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company‑wide standups, now practically AI demo sessions.

We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.

Diversity & Inclusion at Gorgias
We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision‑making.