Customer Success Lead
hace 5 días
We’ve been around since 2015, and we’re serving over 9500+ e-commerce businesses, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. Our revenue grew by 80% in 2021 after we raised $25 million Series B in December 2020. We doubled our global team and accelerated our progress towards our mission to transform support from painful to exceptional for merchants. As a Manager on the Customer Success team, you will lead a team of 3-6 CSMs who work with our Advanced & Enterprise customers. You will drive customer engagement, product usage, and retention by implementing scalable CSM processes that help our customers provide exceptional support. What You’ll Do Manage, support, and coach 3-6 CSMs Coach, train, review, act as point of escalation for customer engagements Create and execute scalable processes to improve customer engagement, CSAT, product usage, and retention Implement best practices, process improvements, playbooks, and feedback loops to ensure team is having impactful meetings with customers Manage day‑to‑day operations for your team — including goal setting, performance‑tracking, career development, and process improvement Assess customer sentiment and uncover opportunities to improve customers’ support performance and product usage Serve as an expert, coach and leader for the broader Customer Success team Create a fun and competitive global environment Who You Are 2+ years managing — or 5+ years as a CSM or other customer‑facing role for a high‑growth SaaS company Demonstrated ability 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 customers Proven track record of owning and hitting team metrics Passionate about developing people and coaching your team High energy leader with excellent cross‑functional collaboration skills to drive customer initiatives Desire for continuous learning and improvement with enthusiasm that inspires others Player‑coach mentality and willingness to work with customers Perks and Benefits Location dependent, but generally: 4‑week vacation, Paid sick leave, Paid parental leave (16 weeks), Latest MacBook Pro, Personal credit card to buy lunches We provide private health insurance (Gold PPO UnitedHealthcare Company) Retirement: 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 (includes books, courses, training sessions that can be easily identified and linked with your job scope) Every quarter we organize a company‑wide summit to discuss where we’re going and strengthen the social bonds (once the health situation allows it, we’ll transform these summits into offsites) Why join us? We’re among the fastest‑growing startups in the eCommerce ecosystem. We’ve built an extremely efficient go‑to‑market engine. Work with a talented team and learn a lot. Join a company where automation, good & clean data are core beliefs shared by all. More cool things to know about Gorgias… We went from 0 to 8000 merchants using our platform every day from 2016 to 2021. We have a 4.8 rating on Glassdoor. Our software stack: stackshare.io/gorgias. Other positions: jobs.lever.co/gorgias #J-18808-Ljbffr
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