Join us at Gorgias! If you think you are the right fit for one of our open positions, please reach out directly through the link so I can refer you :) Cheers,Meesha

Meesha Ferencz

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide –&nbsp;from small independent shops to some of the largest ecommerce brands in the world. We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel. We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

Gorgias

If your referral is hired by Gorgias, you will receive 1.000$ for an IC position and 1.500$ for a management opening. Thanks for your help!

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Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands. Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 conversations — from editing orders and initiating returns to making product recommendations. Gorgias, where every customer interaction feels personal, support becomes sales, and conversations shape success.<h4>About the Team</h4>The Customer Experience Organization at Gorgias comprises of various key functions: Professional Services, Customer Success, Scaled Services, Technical Services, Education Services, Customer Operations and Customer Support. The Customer Success Team is currently supported by 3 Leaders and staffed with over 20 dedicated Customer Success Managers (CSMs).This team focuses on driving customer value and retention with our Commercial and Enterprise merchants. Their mission is to propel feature adoption, drive cross-sells opportunities, NPS and champion retention. Each CSM manages a portfolio of about 60 merchants and Annual Recurring Revenue (ARR) ranging from $900k to $1.4M. Join us at the forefront of innovative tech solutions, where your skills will play a pivotal role in driving success and fostering lasting client relationships.<h4>About the Role</h4>As a Manager, Customer Success, you’ll lead a group of CSMs responsible for our Commercial and Enterprise accounts. We’re looking for a leader who has a player-coach mentality; someone who brings strategic thinking, is adaptable, and can build strong operational systems while jumping in to support the team directly.You’ll be accountable for core team metrics like NRR, churn, retention, product adoption, and expansion. You’ll leverage current processes and support building additional structure with cadences, coaching, and operational discipline that help your team consistently exceed them. This is an ideal role for someone who knows what great Leadership and Customer Success looks like, that is excited to bring that vision to life at Gorgias.<h4>What You’ll Do</h4><ul><li>Lead and develop a high-performing global team of Customer Success Managers to deliver measurable ROI, drive adoption and utilization, and ensure consistent achievement of team goals around NRR, churn mitigation, and success milestones</li><li>Design and implement scalable customer success strategies that enhance customer engagement, CSAT, scores, NPS, and long-term retention across the portfolio.</li><li>Act as a strategic escalation point, partnering closely with CSMs to resolve issues with urgency while maintaining a customer-first mindset</li><li>Implement and hold accountable best practices, process improvements, training, playbooks, and feedback loops to ensure the team is having consistently valuable conversations with customers</li><li>Conduct call reviews, coach, and give constructive feedback to ensure our interactions are driving product adoption and customer outcomes</li><li>Work closely with internal teams (Product, Sales, Marketing, Implementation & Success-Growth) to align priorities with customer needs and deliver increasing value over time</li><li>Continuously raise the bar on what’s expected of customer success team members to create a high-performing team</li></ul><h4>Who You Are</h4><ul><li>3+ years of experience leading high-performing CSM teams in B2B SaaS and 6+ years of experience in customer-facing roles</li><li>Strong operational mindset: able to drive effective cadences, processes, and accountability structures</li><li>Strategic thinker who has seen great Customer Success and has a plan to scale toward it</li><li>Player-coach mentality: willing to step into customer conversations and lead by example</li><li>Proven track record of owning and exceeding team metrics such as churn, expansion, and adoption</li><li>Passionate about mentoring and developing people through feedback and coaching</li><li>Thrives in fast-paced, evolving environments and brings structure to ambiguity</li><li>High energy, collaborative leader who inspires others and builds strong team culture</li></ul>Diversity & Inclusion at Gorgias We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, experiences, and perspectives. At Gorgias, we believe that diverse teams drive innovation and better decision-making. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at <a target="_blank" rel="noopener noreferrer nofollow" href="mailto:accommodation@gorgias.com">accommodation@gorgias.com</a>. Let’s grow together!

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⭐️ Here at Gorgias, our Customer Success Team is on a mission, and it's not just to hit targets. We're becoming best-in-class! We've got a blend of passion and expertise, with 17 dedicated Customer Success Managers (CSMs), guided by three Team Leads, with oversight from a Director. Each Team Lead has six CSMs, to give every CSM coaching and mentorship, allowing the opportunity to fine-tune their skills and grow in their roles. We've put in place a growth track designed to help CSMs achieve outstanding results in their customer success careers. Even though our team members are located around the world from Australia to Romania, we've got a strong team culture that thrives on collaboration, communication and mutual support. We even have in-person events for team building and time for some fun.

Customer Success Team

Customer Support Team

📊 Data Analytics team's mission is maximize Gorgias's impact by empowering all other teams to make data-backed decisions by providing them with accurate data & assisting them in driving insights.

Data Analytics Team

Engineering Team

💰 The Finance & Strategy team's mission is to empower department leaders with insights, tools, and data to make decisions about where to place bets and allocate capital.

Finance & Strategy

🗣️ Marketing's team ambition is for our product to be widely recognized by the e-commerce ecosystem as the most impactful helpdesk for online stores. We want every single e-commerce owner to have Gorgias in mind when they think about customer experience solutions.

Marketing Team

Our mission is to have Exceptional People Grow in an Exceptional Environment

People Team

At Gorgias, Product & Design teams work cross-functionally with GTM functions, think “whole product”; Product Designers are full-stack, conduct their own research and own outcomes. They are therefore responsible for the entire lifecycle of solution building from discovery, ideation, solutioning, prototyping, validation, adoption and measuring impact.
Using an agile at scale model (Tribe x Squads), across all our we have a solid & diverse product culture and our roadmap is always focused on delivering the most customer value by prioritizing features according to (1) impact, (2) team & customer feedback, (3) effort & risks as well as (4) company vision.

Product & Design Team

Sales Team Mission: As the Sales team, we are dedicated to driving growth and creating value for ecommerce merchants and their customers. Our mission is to turn opportunities into customers, and empower ecommerce merchants to deliver exceptional customer experience, automate up to 30% of support and increase website conversion by 15%.

Partnerships Team Mission: As the Partnerships team, we are dedicated to identifying new opportunities, nurturing partnerships, and creating value for ecommerce merchants, their customers, and the overall ecosystem of ecommerce partners. Our mission is to drive growth through strategic partnerships, increase our market presence, and empower ecommerce merchants to deliver exceptional customer experience.

Manager, Customer Success

Gorgias

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