Senior Enterprise CSM — AI-Driven Growth & Adoption

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

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.