Who you are

• This is an ideal role for someone who knows what great Leadership and Customer Success looks like, that is excited to bring that vision to life at Gorgias
• 3+ years of experience leading high-performing CSM teams in B2B SaaS and 6+ years of experience in customer-facing roles
• Strong operational mindset: able to drive effective cadences, processes, and accountability structures
• Strategic thinker who has seen great Customer Success and has a plan to scale toward it
• Player-coach mentality: willing to step into customer conversations and lead by example
• Proven track record of owning and exceeding team metrics such as churn, expansion, and adoption
• Passionate about mentoring and developing people through feedback and coaching
• Thrives in fast-paced, evolving environments and brings structure to ambiguity
• High energy, collaborative leader who inspires others and builds strong team culture

What the job involves

• The Customer Experience Organization at Gorgias comprises of various key functions: Professional Services, Customer Success, Scaled Services, Technical Services, Education Services, Customer Operations and Customer Support
• The Customer Success Team is currently supported by 3 Leaders and staffed with over 20 dedicated Customer Success Managers (CSMs)
• This team focuses on driving customer value and retention with our Commercial and Enterprise merchants. Their mission is to propel feature adoption, drive cross-sells opportunities, NPS and champion retention. Each CSM manages a portfolio of about 60 merchants and Annual Recurring Revenue (ARR) ranging from $900k to $1.4M
• Join us at the forefront of innovative tech solutions, where your skills will play a pivotal role in driving success and fostering lasting client relationships
• As a Manager, Customer Success, you’ll lead a group of CSMs responsible for our Commercial and Enterprise accounts
• We’re looking for a leader who has a player-coach mentality; someone who brings strategic thinking, is adaptable, and can build strong operational systems while jumping in to support the team directly
• You’ll be accountable for core team metrics like NRR, churn, retention, product adoption, and expansion
• You’ll leverage current processes and support building additional structure with cadences, coaching, and operational discipline that help your team consistently exceed them
• Lead and develop a high-performing global team of Customer Success Managers to deliver measurable ROI, drive adoption and utilization, and ensure consistent achievement of team goals around NRR, churn mitigation, and success milestones
• Design and implement scalable customer success strategies that enhance customer engagement, CSAT, scores, NPS, and long-term retention across the portfolio
• Act as a strategic escalation point, partnering closely with CSMs to resolve issues with urgency while maintaining a customer-first mindset
• Implement and hold accountable best practices, process improvements, training, playbooks, and feedback loops to ensure the team is having consistently valuable conversations with customers
• Conduct call reviews, coach, and give constructive feedback to ensure our interactions are driving product adoption and customer outcomes
• Work closely with internal teams (Product, Sales, Marketing, Implementation & Success-Growth) to align priorities with customer needs and deliver increasing value over time
• Continuously raise the bar on what’s expected of customer success team members to create a high-performing team

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