Manager, Customer Success

webAI; Toronto; On-site; CAD 90,000 - 120,000; Full time

Job summary

A leading company in conversational AI seeks a Manager of Customer Success to drive customer engagement and retention for Commercial and Enterprise accounts. The ideal candidate will possess strong leadership skills with a focus on operational excellence and strategic planning to enhance customer relationships and product adoption.

Qualifications

• 3+ years of experience leading high-performing CSM teams in B2B SaaS.
• Strong operational mindset with a focus on accountability.
• Proven track record in managing metrics like churn and adoption.

Responsibilities

• Lead and develop a team of Customer Success Managers to deliver measurable ROI.
• Design and implement customer success strategies for improved engagement.
• Act as a strategic escalation point for client issues.

Skills

Strategic thinking

Operational mindset

Customer engagement

Coaching and mentoring

Team leadership

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 Team

The Customer Experience Organization at Gorgias comprises of various key functions: Professional Services, Customer Success, Scaled Services, Technical Services, Education Services, Customer Operations and Customer Support. The Customer Success Team is currently supported by 3 Leaders and staffed with over 20 dedicated Customer Success Managers (CSMs).

This team focuses on driving customer value and retention with our Commercial and Enterprise merchants. Their mission is to propel feature adoption, drive cross-sells opportunities, NPS and champion retention. Each CSM manages a portfolio of about 60 merchants and Annual Recurring Revenue (ARR) ranging from $900k to $1.4M. Join us at the forefront of innovative tech solutions, where your skills will play a pivotal role in driving success and fostering lasting client relationships.

About the Role

As a Manager, Customer Success, you’ll lead a group of CSMs responsible for our Commercial and Enterprise accounts. We’re looking for a leader who has a player-coach mentality; someone who brings strategic thinking, is adaptable, and can build strong operational systems while jumping in to support the team directly.

You’ll be accountable for core team metrics like NRR, churn, retention, product adoption, and expansion. You’ll leverage current processes and support building additional structure with cadences, coaching, and operational discipline that help your team consistently exceed them. This is an ideal role for someone who knows what great Leadership and Customer Success looks like, that is excited to bring that vision to life at Gorgias.

What You’ll Do

• Lead and develop a high-performing global team of Customer Success Managers to deliver measurable ROI, drive adoption and utilization, and ensure consistent achievement of team goals around NRR, churn mitigation, and success milestones
• Design and implement scalable customer success strategies that enhance customer engagement, CSAT, scores, NPS, and long-term retention across the portfolio.
• Act as a strategic escalation point, partnering closely with CSMs to resolve issues with urgency while maintaining a customer-first mindset
• Implement and hold accountable best practices, process improvements, training, playbooks, and feedback loops to ensure the team is having consistently valuable conversations with customers
• Conduct call reviews, coach, and give constructive feedback to ensure our interactions are driving product adoption and customer outcomes
• Work closely with internal teams (Product, Sales, Marketing, Implementation & 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

Who You Are

• 3+ years of experience leading high-performing CSM teams in B2B SaaS and 6+ years of experience in customer-facing roles
• Strong operational mindset: able to drive effective cadences, processes, and accountability structures
• Strategic thinker who has seen great Customer Success and has a plan to scale toward it
• Player-coach mentality: willing to step into customer conversations and lead by example
• Proven track record of owning and exceeding team metrics such as churn, expansion, and adoption
• Passionate about mentoring and developing people through feedback and coaching
• Thrives in fast-paced, evolving environments and brings structure to ambiguity
• High energy, collaborative leader who inspires others and builds strong team culture

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 at [e-mail]. Let’s grow together!