Enterprise CSM: AI-Powered SaaS for Ecommerce

Gorgias; Paris; Hybride; EUR 70 000 - 100 000; Plein temps

Résumé du poste

Gorgias in Paris is seeking an Enterprise Customer Success Manager to lead a portfolio of ecommerce merchants, guiding product adoption, AI workflows, and long-term value across their customer success journey.

You will collaborate with Sales, Product and Support to drive renewals, monitor health, and expand adoption of AI features, while building strong relationships with stakeholders and maximizing platform value.

Qualifications

• 5+ years in Customer Success, Account Management, or similar roles.
• Experience managing multiple customers in a SaaS environment.
• Strong communicator who can run structured conversations with customers.
• Curious and proactive – you like getting into the details of how things work.
• Comfortable balancing strategic conversations with hands-on execution.
• 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 key 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 and identify risks early
• Support renewals for lower-risk or smaller expansion cases
• Maintain accurate customer data and engagement tracking in internal systems
• Manage your book of business independently while prioritizing high-impact activities
• Leverage AI tools to improve efficiency across customer workflows and internal processes
• Experiment with new approaches and share insights that improve team processes and playbooks
• Partner with Sales, Product, and Support teams to drive customer outcomes

Connaissances

Customer Success

Account Management

SaaS

Communication

AI in customer support

Description du poste

Gorgias in Paris is seeking an Enterprise Customer Success Manager to lead a portfolio of ecommerce merchants, guiding product adoption, AI workflows, and long-term value across their customer success journey.

You will collaborate with Sales, Product and Support to drive renewals, monitor health, and expand adoption of AI features, while building strong relationships with stakeholders and maximizing platform value.