Customer Success Manager - Commercial

Job description

We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood. Join us to make Conversational Commerce real. ABOUT THE TEAM At Gorgias, we are revolutionizing customer service for ecommerce businesses. Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long-term operational impact. We partner with leading ecommerce brands to optimize their support operations, implement AI-powered workflows, and unlock scalable growth. As a Commercial Customer Success Manager, you will serve as a strategic partner to a portfolio of ecommerce merchants. You will guide customers through product adoption, optimization, and long-term success by helping them implement AI-powered workflows, automate support operations, and align Gorgias with their business goals. You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform. WHAT YOU’LL DO As a Commercial Customer Success Manager, you will: CUSTOMER PARTNERSHIP & ACCOUNT STRATEGY - Manage a large portfolio of commercial ecommerce customers (high-volume book of business) - Maintain a strong pulse on your accounts through a mix of proactive and reactive engagement - Run regular check-ins and support higher-value customers with more structured conversations - Understand customer workflows, goals, and common blockers - Support customers in improving how they use Gorgias in their day-to-day operations PRODUCT ADOPTION & OPTIMIZATION - Drive adoption of Gorgias features including automation, AI, and integrations - Analyze support workflows and recommend improvements for common use cases - Help customers implement automation and AI workflows to improve efficiency - Troubleshoot product issues and support customers in resolving blockers - Get hands-on in customer setups when needed (reoptimizations, fixes, improvements) CUSTOMER HEALTH & RISK MANAGEMENT - Monitor account health signals (usage, engagement, sentiment) across a large portfolio - Identify risk signals and take action to prevent churn - Focus on improving adoption and setup quality as key drivers of retention - Support renewal conversations for lower-risk or flat renewals when needed OPERATIONAL EXCELLENCE & AI ENABLEMENT - Maintain accurate customer data and engagement tracking in internal systems - Manage your book of business in a structured and organized way - Prioritize accounts based on impact and risk - Use AI and internal tools to improve efficiency in your day-to-day work - Contribute insights and patterns to improve team processes over time CROSS-FUNCTIONAL COLLABORATION - Partner with Sales, Product, and Support teams to resolve issues and improve outcomes - Escalate when needed and ensure context is clearly communicated - Share recurring customer challenges and insights with internal teams WHO YOU ARE - 2+ years in Customer Success, Support, Account Management, or a customer-facing SaaS role - Comfortable managing a high-volume portfolio of accounts - Strong communicator who can guide customers through practical, solution-oriented conversations - Support-oriented and hands-on - you enjoy helping customers solve real problems - Curious and detail-oriented - you like getting into how systems and workflows actually work - Organized and able to prioritize effectively across many customers - Experience with ecommerce, support operations, or automation tools is a strong plus - Interest in AI and how it improves customer support AI at Gorgias At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones. The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions. We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better. AI use in Recruiting at Gorgias By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our Applicant Privacy Policy https://www.gorgias.com/legal/applicant-privacy-policy. Diversity & Inclusion at Gorgias We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making. If you need accommodations during the application or interview process, please contact us at accommodation@gorgias.com.