Senior Enterprise Customer Success Manager (French)

About the role

Gorgias is looking for a Senior Enterprise Customer Success Manager who will act as a strategic partner for a portfolio of ecommerce merchants. The role focuses on driving product adoption, AI‑powered workflow automation, and long‑term value for customers who speak French.

Key responsibilities

• Manage a portfolio of 70‑80 ecommerce accounts, building relationships with key stakeholders.
• Conduct regular check‑ins, quarterly business reviews and support renewal conversations for lower‑risk expansions.
• Analyze support workflows, recommend improvements and help customers implement AI, automation and integrations.
• Monitor account health, identify risks early and take proactive actions to prevent churn.
• Maintain accurate customer data and engagement records.

Required profile

• Proven experience in enterprise‑level customer success or account management, preferably in SaaS or ecommerce.
• Strong communication skills in French and English.
• Ability to understand customer goals, operational challenges and translate them into actionable plans.
• Track record of driving adoption, efficiency and renewal outcomes.

Required skills

• Experience with AI‑enabled support platforms.
• Automation workflow design and implementation.
• Integration of third‑party tools within a SaaS environment.