Enterprise Customer Success Manager, Gorgias
$126-139k
+ Bonus
eCommerce customer support helpdesk
Open for applications
eCommerce customer support helpdesk
201-500 employees
Open for applications
$126-139k
+ Bonus
201-500 employees
Company mission
We believe that next version of commerce should be more open and anyone should be able to be a part of it, as a merchant or a customer. We believe decentralized commerce is better for everyone.
Role
Who you are
- Over 7 years of relevant work experience in customer success, strategic account management (handling approximately 10 accounts), or strategic consulting roles, with a mandatory background in SaaS
- Proven track record of driving expansion and churn mitigation across a portfolio exceeding $5 million ARR
- Extensive experience engaging with various customer stakeholders
- Exceptional communication, interpersonal, follow-up, and attention to detail
- Ability to handle technical tasks independently and delve into the details
- Work Ethic: Highly organized, capable of managing multiple tasks and activities simultaneously
- Startup Acumen: Thrives in a dynamic, fast-paced environment, self-motivated, and adaptable
- Relationship Building: Dedicated to cultivating and sustaining customer relationships to reduce churn and enhance engagement
- Continuous Learner: Committed to ongoing personal and professional development
- Diplomacy: Demonstrates tact and composure under pressure when resolving customer issues
What the job involves
- At Gorgias, we are revolutionizing customer service for e-commerce businesses
- Our Customer Success team ensures our clients derive maximum value from our platform, fostering long-term relationships and driving success in their customer service operations
- As an Enterprise Customer Success Manager, you will play a vital role in shaping our top merchants' journey with Gorgias
- You will help leading e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products
- Manage a portfolio of the top 10-20 e-commerce brands at Gorgias, handling a significant book of business
- Build and maintain strong relationships with your clients to reduce churn and contraction
- Drive growth by working closely with customers' technical and business executive leadership teams to deeply understand their business and technical objectives and execute strategic plans
- Apply domain and technical knowledge of the Gorgias platform, best practices, and customer insights to remove barriers and lead key resources, both internally and externally, to support the customer's success
- Engage regularly with customers through our touchpoint framework, including user shadowing, strategic discovery, business reviews, and roadmap presentations
- Analyze customers' product usage data proactively and take necessary actions to mitigate risk, improve product adoption, and decrease churn
- Collaborate with customer-facing account teams and executives (Sales, Account Management, Executive Team, Product, Engineering, and partners) to ensure overall platform success
- Foster customer loyalty by frequently visiting clients and participating in industry events
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 10,000 stores, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company benefits
- 60th and above percentile in compensation
- Health coverage
- Generous Equity Package
- Company Offsites
- Ergonomic setup at your service + 700$ for your home workstation
- 16-week parental leave, including maternity, paternity, and adoption leave
- Daily catered lunch
- 5 Weeks of Vacation
- Retirement Benefits
- Fully Stocked Kitchen
- 3 weeks of Paid Sick Leave
- $2,000 learning/professional development stipend
Company values
- Maximise your impact
- Customer first
- Be 100% honest
- Strive for excellence
- Take EXTREME ownership
Company HQ
Yerba Buena, San Francisco, CA
Articles
Leadership
Alex Plugaru
(CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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