AI-Driven Enterprise Customer Success Manager

Gorgias; Paris; Sur place; EUR 85 000 - 120 000; Plein temps

Avantages offerts par ce poste

Annual L&D budget

Access to premium AI tools

Résumé du poste

Gorgias, based in Paris, seeks an Enterprise Customer Success Manager to guide a portfolio of 70–80 ecommerce brands. You will drive product adoption, automation, and AI-powered workflows, aligning with business goals and optimizing renewals.

You will partner across Sales, Product, and Support to surface insights, improve processes, and ensure long-term customer success. AI capabilities and a strong customer-first mindset are essential.

Qualifications

• 5+ years in Customer Success, Account Management, or similar roles.
• Good level of French.
• Experience managing multiple customers in a SaaS environment.
• Strong communicator capable of structured conversations.
• Curious and proactive – you like getting into the details of how things work.
• Experience working with ecommerce brands or support operations is a strong plus.
• Passionate about technology, automation, and the future of AI in customer support.
• Motivated to continuously learn, improve, and contribute to a growing team environment.

Responsabilités

• Manage a portfolio of ~70-80 ecommerce customers.
• Build relationships with stakeholders and run regular check-ins and QBRs.
• Understand customer goals, workflows, and operational challenges.
• Develop account plans focused on adoption, efficiency, and long-term value.
• Support renewal conversations for lower-risk or smaller expansions.
• Drive adoption of Gorgias features including AI, automation, and integrations.
• Analyze support workflows and recommend improvements.
• Help customers implement automation and AI use cases.
• Troubleshoot issues and partner with internal teams when needed.
• Monitor account health (usage, engagement, satisfaction).
• Maintain accurate customer data and engagement tracking in internal systems.
• Balance strategic conversations with hands-on execution.
• Cross-functional collaboration with Sales, Product, and Support to drive outcomes.

Connaissances

Customer Success

French fluency

SaaS experience

Strong communicator

Detail-oriented

Ecommerce knowledge

AI & automation mindset

Proactive learner

Description du poste

Gorgias, based in Paris, seeks an Enterprise Customer Success Manager to guide a portfolio of 70–80 ecommerce brands. You will drive product adoption, automation, and AI-powered workflows, aligning with business goals and optimizing renewals.

You will partner across Sales, Product, and Support to surface insights, improve processes, and ensure long-term customer success. AI capabilities and a strong customer-first mindset are essential.