Senior Enterprise CSM - AI-Driven Ecommerce

Gorgias; Paris; On-site; EUR 70,000 - 100,000; Full time

Job summary

Gorgias is seeking an experienced Enterprise Customer Success Manager to lead a book of 70–80 ecommerce clients. You will partner with Sales, Product, and Support to drive adoption, automation, and long-term value, while maintaining health scores and renewals.

You’ll guide customers through AI-enabled workflows, collaborate on product improvements, and ensure alignment with business goals. Fluency in French and strong communication are essential.

Qualifications

• 5+ years in Customer Success, Account Management, or similar roles.
• Strong communicator who can run structured conversations with customers.
• Experience managing multiple customers in a SaaS environment.
• Curious and proactive – you like getting into the details of how things work.
• Experience with ecommerce brands or support operations is a plus.

Responsibilities

• 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 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, identify risks, and prevent churn.
• Manage data and engagement tracking; work independently with high impact activities.
• Leverage AI tools to improve efficiency across workflows.

Skills

Account management

Customer success

SaaS experience

Stakeholder management

Communication

Job description

Gorgias is seeking an experienced Enterprise Customer Success Manager to lead a book of 70–80 ecommerce clients. You will partner with Sales, Product, and Support to drive adoption, automation, and long-term value, while maintaining health scores and renewals.

You’ll guide customers through AI-enabled workflows, collaborate on product improvements, and ensure alignment with business goals. Fluency in French and strong communication are essential.