Customer Success Manager - Remote

Overview

As a Customer Success Manager at Gorgias, you will partner with a portfolio of merchants to drive adoption, strengthen relationships, and ensure customer satisfaction with our conversational AI platform for e-commerce.

In Short

• Manage a portfolio of e-commerce merchants, including mid-market and some enterprise accounts.
• Build and maintain strong relationships with key stakeholders.
• Serve as a trusted advisor to help customers adopt best practices.
• Identify opportunities for product adoption and account optimization.
• Proactively monitor product usage and customer health.
• Conduct regular check-ins and strategy discussions with customers.
• Collaborate with internal teams to deliver a seamless customer experience.
• Participate in occasional customer visits and conferences.

Requirements

• 3–5 years of relevant work experience in customer success or account management.
• Experience managing 30–50 customer accounts.
• Track record of improving customer adoption and reducing churn.
• Strong communication and interpersonal skills.
• Solid organizational and project management skills.
• Comfortable using CRM and analytics platforms.
• Self-motivated and adaptable in a fast-paced environment.
• A team player who values collaboration and customer advocacy.

Benefits

• 5-week vacation.
• Paid sick leave (15 days).
• 6 weeks full remote/year.
• Paid parental leave (16 weeks).
• CAD $400/month for lunch expenses.
• Private health insurance and retirement pension.
• Up to CAD $900 for workstation setup at home.
• Up to CAD $2600 for learning material and wellness support per year.
• Quarterly online company-wide summits and annual retreats.