Customer Success Manager Enterprise - CDD

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.To win, we focus relentlessly on:Quality: conversations that feel authentic and on-brand.Experience: effortless shopping from chat to checkout.Re-engagement: personal, 1-1 dialogue instead of noisy marketing.The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.Join us to make Conversational Commerce real.

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 ManagementManage a portfolio of ~50-60 ecommerce customersBuild relationships with key stakeholders and run regular check-ins and QBRsUnderstand customer goals, workflows, and operational challengesDevelop account plans focused on adoption, efficiency, and long-term valueSupport renewal conversations for lower-risk or smaller expansions
• Product Adoption & OptimizationDrive adoption of Gorgias features including AI, automation, and integrationsAnalyze support workflows and recommend improvementsHelp customers implement automation and AI use casesTroubleshoot issues and partner with internal teams when needed
• Customer Health & Risk ManagementMonitor account health (usage, engagement, satisfaction)Identify risks early and take action to prevent churnSupport renewals for lower-risk or smaller expansion cases
• Operational Excellence & AI EnablementMaintain accurate customer data and engagement tracking in internal systemsManage your book of business independently while prioritizing high-impact activitiesLeverage AI tools to improve efficiency across customer workflows and internal processesExperiment with new approaches and share insights that improve team processes and playbooks
• Cross-Functional CollaborationPartner with Sales, Product, and Support teams to drive customer outcomesSurface customer insights that inform product improvements and roadmap prioritiesEnsure internal teams have clear context when escalating customer needs

Who You Are

• 5+ years in Customer Success, Account Management, or similar roles
• French is a plus
• 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.

Recruiting Information

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