Customer Success Manager

Gorgias; Vancouver; Remote; CAD 118,000 - 131,000; Full time

Job summary

An eCommerce customer service platform is seeking a Customer Success Manager to manage relationships with e-commerce merchants. Responsibilities include portfolio management, customer retention, and providing insights for better product utilization. The ideal candidate has extensive experience in customer success within a SaaS context. Remote working options and competitive salary are offered.

Benefits

5-week vacation

Paid sick leave (15 days)

6 weeks full remote / year

Paid parental leave (16 weeks)

CAD $400 / month for lunch expenses

Private health insurance and retirement pension

Up to CAD $900 for workstation setup

Up to CAD $2600 for learning material and wellness support

Quarterly company-wide online summit

Annual off-site team retreats

Qualifications

• 35 years of relevant work experience in customer success, account management, or consulting in a SaaS environment.
• Experience managing 30-50 customer accounts with some exposure to enterprise or larger customers preferred.
• Track record of improving customer adoption, reducing churn and identifying growth opportunities.

Responsibilities

• Manage a portfolio of e-commerce merchants.
• Build and maintain strong relationships with key stakeholders.
• Serve as a trusted advisor for customers.

Skills

Customer-Focused

Analytical

Proactive

Effective Communicator

Relationship Builder

Tools

CRM

CS tools

analytics platforms

Job description

Gorgias is the conversational AI platform for eCommerce that drives sales and resolves support inquiries. Trusted by over 15,000 eCommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced eCommerce integrations, Gorgias’s conversational AI understands your brand tools, policies and customers to drive personalized 1-to-1 conversations from editing orders and initiating returns to making product recommendations. Gorgias where every customer interaction feels personal, support becomes sales, and conversations shape success.

About the CSM Team

At Gorgias we are revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients get maximum value from our platform building long‑term relationships and helping them succeed in scaling their customer service operations.

What Youll Do

• Manage a portfolio of e-commerce merchants including mid-market and some enterprise accounts.
• Build and maintain strong relationships with key stakeholders to support customer retention and growth.
• Serve as a trusted advisor by helping customers adopt best practices and leverage the Gorgias platform effectively.
• Identify opportunities for product adoption, account optimization and expansion in partnership with Account Management and Sales.
• Proactively monitor product usage and customer health, taking action to mitigate risk and reduce churn.
• Conduct regular check‑ins, business reviews and strategy discussions with customers.
• Collaborate closely with internal teams (Sales, Product, Support and Engineering) to deliver a seamless customer experience.
• Participate in occasional customer visits, conferences or events (travel up to 10‑15%).

Who You Are

• 35 years of relevant work experience in customer success, account management or consulting in a SaaS environment.
• Experience managing 30‑50 customer accounts with some exposure to enterprise or larger customers preferred.
• Track record of improving customer adoption, reducing churn and identifying growth opportunities.
• Strong communication and interpersonal skills with the ability to work with both day‑to‑day operators and senior stakeholders.
• Solid organizational and project management skills, able to juggle multiple priorities while maintaining attention to detail.
• Comfortable using CRM, CS tools and analytics platforms to track performance and customer health.
• Self‑motivated and adaptable, thriving in a fast‑paced startup environment.
• A team player who values collaboration, learning and customer advocacy.

Skills & Expectations

• Customer‑Focused: Dedicated to helping merchants achieve their goals with Gorgias.
• Analytical: Able to interpret usage data and translate it into actionable insights.
• Proactive: Anticipates customer needs and takes initiative to address challenges.
• Effective Communicator: Skilled at simplifying complex ideas for different audiences.
• Relationship Builder: Invests in long‑term customer partnerships that drive loyalty.

Perks and Benefits

• 5‑week vacation
• Paid sick leave (15 days)
• 6 weeks full remote / year
• Paid parental leave (16 weeks)
• CAD $400 / month for lunch expenses (you’ll have your own Gorgias credit card)
• We provide private health insurance and retirement pension
• Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)
• Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses and individual coaching sessions) directly linked to your job scope as well as a CAD 650 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 off‑site team retreats and company retreats!

Diversity & Inclusion at Gorgias

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences and perspectives. At Gorgias we believe that diverse teams drive innovation and better decision‑making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age or any other protected status.

If you need accommodations to participate in the application or interview process, perform essential job functions or access other employment benefits please contact us. Lets grow together!

Key Skills

• Bidding
• Business Solutions
• ABAP
• Business Operations
• Business Sales
• Corporate Marketing

Employment Details

• Employment Type: Full‑Time
• Experience: years
• Vacancy: 1
• Yearly Salary: 118000 - 131000