Enterprise Customer Success Manager - AI-Driven Ecommerce

Gorgias; Paris; Sur place; EUR 70 000 - 110 000; Plein temps

Résumé du poste

Gorgias is seeking an Enterprise Customer Success Manager to act as a strategic partner for a portfolio of ecommerce merchants. You will guide product adoption, optimization, and long-term success by helping implement AI-powered workflows, automate support operations, and align Gorgias with business goals.

You will collaborate with customers to uncover opportunities, deepen relationships across stakeholders, and ensure maximum value from the platform, while balancing strategic conversations with

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

• Customer Partnership & Account Management: Manage a portfolio of ~70-80 ecommerce customers, build relationships with key stakeholders, run regular check-ins and QBRs, understand goals and challenges, develop account plans, support renewals when needed.
• Product Adoption & Optimization: Drive adoption of features including AI, automation, and integrations; analyze support workflows and recommend improvements; help customers implement automation and AI use cases; troubleshoot issues with internal teams.
• Customer Health & Risk Management: Monitor account health (usage, engagement, satisfaction); identify risks early and take action to prevent churn; support renewals for expansion.
• Operational Excellence & AI Enablement: Maintain customer data in systems; manage book of business independently; leverage AI tools to improve efficiency; share insights to improve processes.
• Cross-Functional Collaboration: Partner with Sales, Product, and Support; surface insights to inform product roadmap; ensure teams have context when escalating needs.

Connaissances

Customer Success

Account Management

SaaS

Stakeholder Management

Communication

Ecommerce

Description du poste

Gorgias is seeking an Enterprise Customer Success Manager to act as a strategic partner for a portfolio of ecommerce merchants. You will guide product adoption, optimization, and long-term success by helping implement AI-powered workflows, automate support operations, and align Gorgias with business goals.

You will collaborate with customers to uncover opportunities, deepen relationships across stakeholders, and ensure maximum value from the platform, while balancing strategic conversations with