Customer Success Manager

Vancouver, British Columbia, Canada

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CA$118,000 – CA$131,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

E-commerce, SaaS, Customer Service SoftwareIndustries

Requirements

Candidates should possess 3-5 years of relevant work experience in customer success, account management, or consulting within a SaaS environment. Experience managing 30-50 customer accounts, including some exposure to enterprise-level clients, is preferred. A proven track record of improving customer adoption, reducing churn, and identifying growth opportunities is essential. Strong communication and interpersonal skills, solid organizational and project management abilities, and comfort with CRM, CS tools, and analytics platforms are required. The ideal candidate is self-motivated, adaptable, a team player, customer-focused, analytical, proactive, an effective communicator, and a relationship builder.

Responsibilities

The Customer Success Manager will manage a portfolio of e-commerce merchants, including mid-market and enterprise accounts, and build strong relationships with key stakeholders to support customer retention and growth. They will act as a trusted advisor, helping customers adopt best practices and leverage the Gorgias platform effectively, while identifying opportunities for product adoption, account optimization, and expansion. Responsibilities include proactively monitoring product usage and customer health to mitigate risk and reduce churn, conducting regular check-ins and business reviews, and collaborating with internal teams to ensure a seamless customer experience. Occasional travel for customer visits, conferences, or events may be required.

Skills

Customer Success Management

Account Management

Customer Relationship Management

E-commerce

SaaS

Sales

Product Adoption

Customer Retention

Churn Reduction

Business Reviews

Communication

Problem-Solving

Gorgias

AI-powered customer service for e-commerce

About Gorgias

Gorgias provides an AI-powered customer service solution tailored for Shopify stores in the e-commerce sector. Its main service automates the customer support process by sorting, prioritizing, and tagging customer inquiries, known as "tickets," as they arrive. This automation minimizes the need for manual ticket management, allowing businesses to save time and resources. Gorgias' AI can also deliver instant resolutions to customer issues, enhancing the efficiency of support operations. Additionally, the platform enables businesses to create detailed customer profiles that include order history, loyalty status, and reviews, which helps support teams offer personalized service. Gorgias operates on a subscription model, generating consistent revenue while helping businesses improve their customer service and reduce support workloads. The company caters to a diverse range of clients, from small businesses to large corporations, all within the competitive e-commerce landscape.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$98.6MTotal Funding

SERIES_CCompany Stage

Consumer Software, AI & Machine LearningIndustries

201-500Employees