Customer Success Manager

Meet Gorgias, the customer service platform that’s designed for ecommerce merchants, and built to support all the tools in their stack. Our product unifies support over email, live chat, voice, Facebook, Instagram, Twitter, and SMS in one feed to help our merchants provide exceptional customer experiences at scale on Shopify, BigCommerce, and Magento.

In Gorgias, every incoming support ticket displays customer info such as order and conversation history, giving agents the context they need to provide the fast support customers expect. Plus, support teams can work more efficiently by easily viewing, tagging, and prioritizing every open ticket across all their support channels.

We even process these tickets with our proprietary machine learning algorithms, and can deflect up to a third of repetitive merchant tickets without human interaction, through our Automation Add-on. Everything we do is for our customers, and we’re currently serving over 10,000+ e-commerce merchants, including Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response times.

We raised our $25 million Series B round in December 2020 and our $30 million Series C round this year. In between, we more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters. We’re still growing fast and looking for new teammates who want to grow with us.

Join our team for the opportunity to:

👩🏼‍💻Work with smart, passionate people every day
💪 Get extreme ownership over your work and results
🧠 Be treated like the expert you are

About the Team

As a Customer Success Manager, you will set the tone for our customers' relationship with Gorgias. You'll manage the full customer lifecycle, from onboarding to renewals, and in addition to 1:1 engagements, you'll be actively involved in running 1:many experiments and building processes.

What You'll Do

• Actively participate in building out our new Customer Success program: everything from defining the strategy to creating playbooks by journey stages
• Help companies launch quickly and effectively on Gorgias by providing high-quality guidance
• Reduce churn and drive expansion throughout the customer journey through onboarding, ongoing adoption, and renewals
• Uncover customer objectives and help them achieve their goals by becoming their trusted advisor

Who You Are

• 2+ years of experience in SaaS, and/or Customer Success. E-commerce experience is a plus
• You have excellent communication and interpersonal skills, follow-up skills and attention to detail
• You have a highly structured work approach, ability to manage multiple activities in parallel
• You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats
• You have a passion for and excel at building and maintaining relationships while working to mitigate churn and drive engagement and renewals
• Passion for learning! You want to grow and improve every day

Perks and Benefits

• 🏖️ 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 you'll learn a lot from
🙏 Join a company where automation, good & clean data are core beliefs shared by all

More cool things to know about Gorgias... 😁

• Raised our Series A for $14M in 2019: TechCrunch Article ←
• Raised our Series B for $25M in 2020: TechCrunch Article ←
• Raised our Series C for $30M in 2022: TechCrunch Article ←
• We went from 0 to 8000 merchants using our platform every day from 2016 to 2021
• We have a 4.8 rating on Glassdoor
• What our customers are saying: apps.shopify.com/helpdesk#reviews
• Our software stack: stackshare.io/gorgias
• Other positions: jobs.lever.co/gorgias

Discover Gorgias Platform here: https://www.youtube.com/watch?v=4sLFpe-xbhk

Learn about our compensation policy here: https://www.gorgias.com/blog/international-saas-salary-calculator

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.