Senior Enterprise CSM — AI SaaS for Ecommerce

gorgias; Paris (KY); On-site; USD 110,000 - 170,000; Full time

Job summary

Gorgias is seeking an Enterprise Customer Success Manager to partner with a portfolio of ecommerce brands, guiding product adoption and AI-powered workflows to maximize value. You will build strong relationships, align with business goals, and drive renewals and expansions.

You will collaborate with Sales, Product, and Support teams to surface insights and shape success strategies, while balancing strategic advice with hands-on execution in a fast-growing AI-driven environment.

Qualifications

• 5+ years in Customer Success, Account Management, or similar roles.
• Good level of French.
• 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.

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 AI features, automation, and integrations.
• Monitor account health, usage, and satisfaction; identify risks early.
• Collaborate with Sales, Product, and Support to drive customer outcomes.

Skills

Customer Success

Account Management

French language

SaaS

Communication

Cross-functional collaboration

Job description

Gorgias is seeking an Enterprise Customer Success Manager to partner with a portfolio of ecommerce brands, guiding product adoption and AI-powered workflows to maximize value. You will build strong relationships, align with business goals, and drive renewals and expansions.

You will collaborate with Sales, Product, and Support teams to surface insights and shape success strategies, while balancing strategic advice with hands-on execution in a fast-growing AI-driven environment.