Customer Success Manager

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.

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 CSM Team at Gorgias**:
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 a portfolio of 50-80 e-commerce brands, with a book of business ranging from $1M-$2M.
- Drive retention by maintaining high levels of customer engagement and satisfaction.
- Partner closely with cross-functional teams to translate business needs and product requirements into new solutions for customers.
- Coach customers to become product experts and train their teams on best practices to increase self-sufficiency.
- Conduct quarterly or more frequent meetings with customers to discuss features and educate them on effectively using the platform.
- Serve as the primary point of contact for customer inquiries, issues, and feedback.
- Lead strategic conversations to understand customer needs and objectives, identifying key opportunities where Gorgias can add value.
- Proactively identify at-risk customers and develop strategies to mitigate churn.
- Identify expansion opportunities and partner with the account management team to upsell or cross-sell.
- Act as an operational e-commerce support expert, providing industry expertise to brands.
- Drive customer loyalty by visiting clients and attending industry events.

**Who You Are**:

- ** Experience**: 3+ years in SaaS or Customer Success, with a preference for e-commerce experience.
- ** Skills**: Strong communication, interpersonal, follow-up, and attention to detail.
- ** Work Ethic**: Highly organized with the ability to juggle multiple tasks and activities simultaneously.
- ** Startup Acumen**: Comfortable in a dynamic, fast-paced environment, self-motivated, and adaptable.
- ** Relationship Building**: Passionate about fostering and maintaining customer relationships to mitigate churn and drive engagement.
- ** Continuous Learner**: Eager to grow and improve continuously.
- ** Diplomacy**: Tact and poise under pressure when working through customer issues.

**Perks & Benefits**:

- 5-week vacation plus 2 weeks RTT
- Paid sick leave
- 6 weeks full remote/year
- Paid parental leave (16 weeks)
- 50% of public transportation reimbursed
- Personal credit card to buy lunches (we use Swile)
- We provide private health insurance (we use Alan)
- 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

**The role requires a presence in the Buenos Aires office 2 days per week.**

**More cool things to know about Gorgias...**:

- Raised our Series C-2 for $29M in May 2024: Article Here
- We went from 0 to 15,000+ merchants using our platform since 2016
- We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score
- Discover the Gorgias Platform
- Learn about our Compensation Policy

Compensation Range: $26.6K - $29K