Manager, Enterprise Customer Success

Role Overview

• Lead, coach, and develop a team of up to 10 Enterprise CSMs through regular 1:1s, team rituals, structured performance frameworks, and clear expectations
• Set team OKRs in alignment with CX department strategy, translating high-level goals into actionable, measurable plans
• Own performance management and career development for each direct report — helping your team grow technically, commercially, and professionally
• Upskill your team on emerging technical capabilities, including vibe coding, custom solution building, and AI agent management so that CSMs can go deeper and deliver more value for merchants
• Create a culture of genuine accountability and high standards — you're comfortable making difficult performance decisions and maintaining a high bar across the team, including when that means making hard calls on underperformers
• Ensure your team is driving aggressive AI adoption and utilization metrics weekly — helping merchants configure, optimize, and get the most from Gorgias AI Agent
• Own account health (NRR) across a portfolio of enterprise accounts ($30K–$200K+ ARR), ensuring your team is consistently driving measurable customer value
• Guide your team in running high-impact executive business reviews (QBRs) that demonstrate ROI, AI utilization, and strategic alignment with each merchant's goals
• Build a team that surfaces and resolves customer challenges before they require escalation — your goal is a high-functioning team that rarely needs to bring issues up, not one that relies on you as the regular safety net
• Coach CSMs to engage senior merchant stakeholders with commercial depth and outcomes-focused conversations — every interaction should move the needle on value realization, not just maintain presence
• Champion the integration and optimization of Gorgias AI Agent within each merchant's workflows — working with your team to identify automation opportunities, configure AI effectively, and measure deflection and efficiency outcomes
• Help design the future of Customer Success at Gorgias: a model where AI agents handle execution at scale and humans focus on judgment, strategy, and relationship — and actively build the playbooks to make it real
• Embed AI tooling deeply into your team's day-to-day workflows, making AI literacy and AI usage a core expectation and capability within the team
• Drive enablement for your team on new AI product launches, ensuring CSMs can immediately articulate value and implement new features with merchants
• Partner with Product to surface merchant feedback and real-world patterns that shape the roadmap
• Own team-level forecasting — renewals, expansion pipeline, and churn risk — and deliver accurate, data-backed projections to CS leadership
• Drive operational efficiency across the team: define and iterate on processes, playbooks, and tooling that let your CSMs spend their time where it matters most
• Ensure comprehensive enablement on new product launches so the team can move immediately from announcement to customer impact
• Partner cross-functionally with Sales, Implementation, and Product to ensure seamless handoffs and a cohesive enterprise customer experience
• Build and maintain the reporting infrastructure your team needs to manage account health, identify risk, and track progress against customer goals
• Run a weekly delivery cadence across your team's book of business — treating customer implementations like a sales pipeline, with weekly reviews, clear milestones, and rigorous next-step accountability at every stage
• Set and track weekly targets for your team: automation adoption progress, active implementations moving forward, and value realization milestones — every week, not every quarter
• Coach CSMs to lead structured, progress-driving customer touchpoints — every interaction should move the needle on an implementation, integration, or adoption goal, not just maintain the relationship
• Bring a sales-minded discipline to delivery: hold weekly pipeline reviews with your team, create visibility into what’s stalled, and drive urgency around moving implementations across the finish line
• Manage your team’s implementation pipeline with the same rigor a sales leader applies to deals — tracking velocity, identifying blockers, and pushing toward closure with consistency
• Report weekly on delivery momentum: what shipped, what’s in flight, what’s at risk, and what the team is doing about it

Requirements

• 7+ years in SaaS CS, implementation, or technical account management; 3+ years managing teams in high-growth environments
• Proven track record owning outcomes enterprise accounts ($30K–$200K+ ARR)
• True enterprise operator: you've led CS in genuine enterprise environments — multi-stakeholder accounts, executive relationships, long procurement cycles — and can coach your team to show up at that level
• AI-forward: you've used AI tools consistently in your own work and have a clear point of view on what the next-generation CSM looks like
• Delivery-driven: you own outcomes, not relationships — you run playbooks, track automation targets, and project-manage each customer's journey with discipline
• Commercially sharp: retention and expansion are your problem — you know your book's health, flag risk early, and tie every conversation back to ROI
• Operator mindset: you think in systems, love building repeatable process, and turn ambiguity into clarity
• Exceptional coach: you identify and unlock performance in others — your team members grow meaningfully under your leadership
• Technical: comfortable with APIs, integrations, and automation; able to guide your team toward custom solutions and get hands-on with low-code tooling
• Performance-oriented: you know where you stand, own your metrics, and hold your team to the same standard — GRR, net contraction, and AI interaction volume are your scoreboard, and you build teams that think the same way
• High bar leader: comfortable making difficult performance decisions; you raise the floor of your team over time, not just the ceiling
• Nice to have: Experience in ecommerce or with DTC brands; background in Solution Engineering or Technical Implementation; hands-on experience with AI agent configuration or prompt engineering; consulting or RevOps background.

Benefits

• Offers Equity
• CA$27K – CA$36K Commission
• Multiple Ranges