Customer Success Manager - Commercial

About the role

Gorgias is looking for a Commercial Customer Success Manager to partner with high‑volume ecommerce merchants. You will help customers adopt the platform, implement AI‑powered automation, and achieve measurable business outcomes.

Key responsibilities

• Manage a large portfolio of commercial ecommerce accounts, balancing proactive and reactive engagement.
• Conduct regular check‑ins, understand customer workflows, goals, and blockers.
• Drive adoption of Gorgias features such as automation, AI, and integrations.
• Analyze support processes, recommend improvements, and help implement automation to boost efficiency.
• Troubleshoot product issues, provide hands‑on assistance for setups, re‑optimizations, and fixes.
• Monitor account health signals (usage, engagement, sentiment) and take action on risk indicators.

Required profile

• Experience managing a high‑volume portfolio of SaaS or ecommerce customers.
• Strong analytical mindset with the ability to identify workflow improvements.
• Excellent communication skills to build relationships across multiple stakeholders.
• Proactive, results‑oriented attitude and ability to work independently.

Required skills

What we offer

• Opportunity to shape the future of conversational commerce.
• Collaborative, AI‑focused environment with fast‑growing ecommerce brands.
• Competitive compensation and benefits package.