Manager, Enterprise Customer Success

Who We Are

Gorgias is building the platform for conversational commerce, aiming to make every customer interaction a personal, seamless, and intelligent relationship. Their mission is to turn every interaction between a brand and its customers into a relationship, leveraging AI and deep product expertise to make shopping feel more natural and connected. They focus on quality, experience, and re-engagement to lead the shift towards AI-driven ecommerce.

About the Team

The Enterprise Customer Success team at Gorgias works with strategic merchants, managing relationships from $30K to well over six figures in ARR. This team is pivotal in helping merchants leverage Gorgias's AI capabilities, from agent configuration to custom automations. The team is evolving to blend AI agents with human expertise, aiming to deliver a new tier of speed, depth, and impact in customer success. This role is central to defining the future of CS at Gorgias.

About the Role

As the Senior Manager of Enterprise Customer Success, you will lead a team of up to 10 Enterprise CSMs, owning the outcomes, retention, and growth of Gorgias's most strategic merchant relationships. This is an innovative role that combines people leadership, AI advocacy, and delivery operations. You will be instrumental in designing the future of Customer Success at Gorgias, focusing on a model where AI handles execution at scale and humans provide judgment, strategy, and commercial depth. The role requires an operator mindset, a passion for building processes, and technical acumen. Based in Toronto or New York City, you will report to the Head of Customer Experience.

What You'll Do

People Leadership & Coaching

• Lead, coach, and develop a team of up to 10 Enterprise CSMs through regular 1:1s, team rituals, performance frameworks, and clear expectations.
• Set team OKRs aligned with CX department strategy and translate high-level goals into actionable plans.
• Own performance management and career development for direct reports, fostering technical, commercial, and professional growth.
• Upskill the team on emerging technical capabilities like vibe coding, custom solution building, and AI agent management.
• Cultivate a culture of accountability and high standards, making difficult performance decisions when necessary.

Enterprise Customer Outcomes

• Drive aggressive AI adoption and utilization metrics, helping merchants configure and optimize Gorgias AI Agent.
• Own account health (NRR) for enterprise accounts ($30K–$200K+ ARR), ensuring the team delivers measurable customer value.
• Guide the team in conducting high-impact executive business reviews (QBRs) demonstrating ROI and strategic alignment.
• Coach the team to proactively resolve customer challenges before escalation.
• Develop CSMs to engage senior merchant stakeholders with commercial depth and focus on outcomes.

AI Strategy & Future of CS Design

• Champion the integration and optimization of Gorgias AI Agent within merchant workflows, identifying automation opportunities and measuring outcomes.
• Help design the future of Customer Success at Gorgias, where AI handles scale and humans focus on judgment and strategy.
• Embed AI tooling into daily workflows, making AI literacy a core team capability.
• Drive enablement for the team on new AI product launches.
• Partner with Product to gather merchant feedback and influence the roadmap.

Operations & Forecasting

• Own team-level forecasting for renewals, expansion pipeline, and churn risk.
• Drive operational efficiency by defining and iterating on processes, playbooks, and tooling.
• Ensure comprehensive enablement on new product launches for immediate customer impact.
• Partner cross-functionally with Sales, Implementation, and Product for a cohesive customer experience.
• Build and maintain reporting infrastructure for account health, risk identification, and progress tracking.

Weekly Delivery & Results Cadence

• Run a weekly delivery cadence across the team's book of business, managing customer implementations with rigor.
• Set and track weekly targets for automation adoption, implementation progress, and value realization.
• Coach CSMs to lead structured, progress-driving customer touchpoints.
• Apply sales-minded discipline to delivery, holding weekly pipeline reviews and driving urgency.
• Manage the implementation pipeline with rigor, tracking velocity, identifying blockers, and pushing for closure.
• Report weekly on delivery momentum, including what shipped, what's in flight, and what's at risk.

Who You Are

• 7+ years in SaaS CS, implementation, or technical account management; 3+ years managing teams in high-growth environments.
• Proven track record owning outcomes for enterprise accounts ($30K–$200K+ ARR).
• Experience as a true enterprise operator in multi-stakeholder environments with executive relationships and long procurement cycles.
• AI-forward mindset with consistent use of AI tools and a clear point of view on the future of CSMs.
• Delivery-driven approach focused on outcomes, playbooks, and project management.
• Commercially sharp with a focus on retention, expansion, and ROI.
• Operator mindset with a talent for building systems and repeatable processes.
• Exceptional coach with a proven ability to develop team members.
• Technical proficiency with APIs, integrations, and automation; comfortable guiding teams toward custom solutions.
• Performance-oriented with a focus on metrics like GRR, net contraction, and AI interaction volume.
• High-bar leader comfortable making difficult performance decisions.
• Based in Toronto or New York City (hybrid).

Nice to Have

• Experience in ecommerce or with DTC brands.
• Background in Solution Engineering or Technical Implementation.
• Hands-on experience with AI agent configuration or prompt engineering.
• Consulting or RevOps background.

AI at Gorgias

Gorgias actively integrates AI into its operations, providing teams with access to premium AI tools and fostering a culture of learning and sharing AI workflows. AI is seen as a multiplier for creativity, empathy, and efficiency.