Senior Customer Success Manager - Enterprise

WeHireYou; Los Angeles (CA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Annual L&D budget

AI tools access

Job summary

Gorgias, a leading ecommerce customer support platform, seeks a Senior Customer Success Manager – Enterprise to manage a portfolio of 70–80 ecommerce customers. You will drive adoption, renewals, and long-term value while partnering with Sales, Product, and Support to optimize outcomes.

You will leverage AI-enabled workflows, monitor health metrics, and guide customers through renewals and expansions with a proactive, data-informed approach.

Qualifications

• 3+ 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.

Responsibilities

• Manage a portfolio of ~70-80 ecommerce customers
• Build relationships with stakeholders and run regular check-ins and QBRs
• Understand customer goals and operational challenges
• Develop account plans focused on adoption, efficiency, and long-term value
• Support renewal conversations for smaller expansions
• Drive adoption of features including AI, automation, and integrations
• Analyze workflows and recommend improvements
• Monitor account health and identify risks to prevent churn
• Maintain accurate customer data and engagement tracking
• Collaborate with Sales, Product, and Support teams

Skills

Customer Success

SaaS

Account Management

Communication

Job description

Senior Customer Success Manager – Enterprise

We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re‑engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.

About the Team

At Gorgias, we are revolutionizing customer service for ecommerce businesses. Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long‑term operational impact. We partner with leading ecommerce brands to optimize their support operations, implement AI‑powered workflows, and unlock scalable growth.

What You’ll Do

• Customer Partnership & Account Management
  • 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
• Product Adoption & Optimization
  • 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
• Customer Health & Risk Management
  • Monitor account health (usage, engagement, satisfaction)
  • Identify risks early and take action to prevent churn
  • Support renewals for lower‑risk or smaller expansion cases
• Operational Excellence & AI Enablement
  • 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
• Cross‑Functional Collaboration
  • Partner with Sales, Product, and Support teams to drive customer outcomes
  • Surface customer insights that inform product improvements and roadmap priorities
  • Ensure internal teams have clear context when escalating customer needs

Who You Are

• 3+ 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

AI at Gorgias

At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones. The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company‑wide standups, now practically AI demo sessions. We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.

AI use in Recruiting at Gorgias

By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our Applicant Privacy Policy.

Diversity & Inclusion at Gorgias

We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision‑making. If you need accommodations during the application or interview process, please contact us at [e-mail].

Los Angeles