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 – from small independent shops to some of the largest ecommerce brands in the world.
Find out more about the daily tasks, overall responsibilities, and required experience for this opportunity by scrolling down now.
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.
About the Team:
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 a Customer Success Manager, you will play a vital role in shaping our customers' journey with Gorgias. You will help top e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products.
What You'll Do:
Manage the CSM team of 4-8 individualsOwn your team's metrics and drive the plan to exceed them, specifically expansion, churn mitigation, and business reviewsImplement best practices, process improvements, training, playbooks, and feedback loops to ensure the team has consistently valuable conversations with customersConduct call reviews, coach, and give constructive feedback to ensure our interactions drive product adoptionCreate and execute scalable strategies to improve customer engagement, CSAT, health score, and retentionWork closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over timeContinuously raise the bar on what's expected of customer success team members to create a high-performing teamCreate a fun and competitive global environmentWho you are:
Data and results/execution-oriented; you like to move fast3+ years of experience in leading high-performing CSM teams in B2B enterprise SaaS and 5+ years of experience in customer-facing rolesDemonstrated ability in leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customersProven track record of owning and hitting team metricsPassionate about developing people and coaching your teamHigh energy leader with excellent cross-functional collaboration skills to drive customer initiativesDesire for continuous learning and improvement with enthusiasm that inspires othersPlayer-coach mentality and willingness to work with customersPerks and Benefits
5-week vacationPaid sick leave6 weeks full remote/yearPaid parental leave (16 weeks)MacBook ProMonthly lunch stipend of $300Health insurance with up to 100% of premiums paid for employees - Anthem explore our plansRetirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.Get up to $700 to set up your workstation at home (working from home should feel breezy)Get up to $2000 of learning material and wellness support per year! This includes $1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a $500 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!Gorgias ensures equal employment opportunity
without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.
Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact ...@gorgias.com
Compensation Range: $101K - $112K
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