Job description
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.
About the CSM Team
At Gorgias, we are revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients get maximum value from our platform, building long-term relationships and helping them succeed in scaling their customer service operations.
As a Customer Success Manager, you will partner with a portfolio of merchants—including some enterprise brands—to drive adoption, strengthen relationships, and ensure customer satisfaction with Gorgias.
What You’ll Do
Manage a portfolio of e-commerce merchants, including mid-market and some enterprise accounts.
Build and maintain strong relationships with key stakeholders to support customer retention and growth.
Serve as a trusted advisor by helping customers adopt best practices and leverage the Gorgias platform effectively.
Identify opportunities for product adoption, account optimization, and expansion in partnership with Account Management and Sales.
Proactively monitor product usage and customer health, taking action to mitigate risk and reduce churn.
Conduct regular check-ins, business reviews, and strategy discussions with customers.
Collaborate closely with internal teams (Sales, Product, Support, and Engineering) to deliver a seamless customer experience.
Participate in occasional customer visits, conferences, or events (travel up to 10–15%).
Who You Are
3–5 years of relevant work experience in customer success, account management, or consulting in a SaaS environment.
Experience managing 30–50 customer accounts, with some exposure to enterprise or larger customers preferred.
Track record of improving customer adoption, reducing churn, and identifying growth opportunities.
Strong communication and interpersonal skills, with the ability to work with both day-to-day operators and senior stakeholders.
Solid organizational and project management skills—able to juggle multiple priorities while maintaining attention to detail.
Comfortable using CRM, CS tools, and analytics platforms to track performance and customer health.
Self-motivated and adaptable, thriving in a fast-paced startup environment.
A team player who values collaboration, learning, and customer advocacy.
Skills & Expectations
Customer-Focused: Dedicated to helping merchants achieve their goals with Gorgias.
Analytical: Able to interpret usage data and translate it into actionable insights.
Proactive: Anticipates customer needs and takes initiative to address challenges.
Effective Communicator: Skilled at simplifying complex ideas for different audiences.
Relationship Builder: Invests in long-term customer partnerships that drive loyalty.
Perks and Benefits
🏖️ 5-week vacation
🤕 Paid sick leave (15 days)
🌏 6 weeks full remote/year
🧸 Paid parental leave (16 weeks)
🍽️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)
🏥 We provide private health insurance and retirement pension
💆🏻♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)
📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.
🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year, we organize offsite team retreats and company retreats!
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 [email protected]. Let’s grow together!
