Strategic AI Customer Success Manager

Gorgias; Paris; Sur place; EUR 70 000 - 95 000; Plein temps

Résumé du poste

Gorgias is seeking an Enterprise Customer Success Manager to guide a portfolio of ecommerce merchants through product adoption, AI-powered workflows, and long-term value realization.

You will partner with Sales, Product, and Support to drive renewals, identify growth opportunities, and ensure customers achieve measurable outcomes. French ability is a plus; 5+ years in SaaS CS preferred. Paris-based role with potential hybrid arrangements.

Qualifications

• 5+ years in Customer Success, Account Management, or similar roles.
• Experience managing multiple customers in a SaaS environment is required.
• Strong communicator who can run structured conversations with customers.
• Curious and proactive with attention to details.

Responsabilités

• Manage a portfolio of ~50-60 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 (usage, engagement, satisfaction).
• Identify risks early and take action to prevent churn.
• 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.
• Surface customer insights that inform product improvements and roadmap priorities.

Connaissances

Customer Success

Account Management

SaaS

Relationship Building

Communication

Description du poste

Gorgias is seeking an Enterprise Customer Success Manager to guide a portfolio of ecommerce merchants through product adoption, AI-powered workflows, and long-term value realization.

You will partner with Sales, Product, and Support to drive renewals, identify growth opportunities, and ensure customers achieve measurable outcomes. French ability is a plus; 5+ years in SaaS CS preferred. Paris-based role with potential hybrid arrangements.