Full Cycle Customer Success Manager

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team

The Customer Success Team at Gorgias is dedicated to ensuring a seamless start for every customer's journey through a best in class implementation proccess, and to ensuring long-term success through hands-on account management.

This involves cultivating a strong product knowledge, engaging in consultative conversations, and adopting a strategic onboarding approach that extends beyond mere activation.

Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions.

About the Role

As a Full Cycle Customer Success Manager, your role is to manage the entire post-sale lifecycle for your book of business, from implementation to renewal for our Convert product. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage.

The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding/account management.

About the Convert Product

Convert is Gorgias’ suite of revenue optimization products that help our Merchants increase their conversion rate, grow AOVs, and reduce bounce rate through targeted on-site chat campaigns.

We’ve repeatedly proven that with Convert, Merchants can increase their GMV by more than 10% and add +$30k / week in incremental sales.

What You’ll Do

Implementation:

• Conduct in-depth onboarding sessions for new customers, tailoring the experience to drive adoption of our Convert product

• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.

• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and helping them understand their performance through data

Ongoing Success Management:

• Document customer interactions and feedback meticulously, so we can leverage this data to continuously improve the onboarding and overall customer experience.

• Analyze and interpret e-commerce customer data, providing valuable insights to optimize marketing campaign strategy within the Convert Product.

• Proactively identify and mitigate potential churn and contraction

• Proactively identify and execute on expansion opportunity

• Keep your book engaged post onboarding through regular customer check-ins.

Who You Are

• Experience: 2+ years in SaaS in a Customer Success role. Experience working with e-commerce or marketing clients and conversion optimization tools is a big plus!

• Language Skills: Proficiency in English is required.

• Consultancy and Project Management: 2+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.

• Communication Skills: Excellent communication, interpersonal, follow-up, and attention to detail skills.

• Work Approach: Proficient in concurrently managing up to 50 accounts, adept at tailoring support to meet the diverse needs of both small and large merchants.

• Adaptability and Learning Agility: Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes.

• Relationship Building: Passionate about building and maintaining relationships, with a demonstrated ability to mitigate churn and drive renewals.

• Passion for Learning: Demonstrated passion for continuous learning and personal growth.

Perks/Benefits

• 5-week vacation

• Paid sick leave (15 days)

• 6 weeks full-remote/year

• Paid parental leave (16 Weeks)

• $300/month for lunch expenses (you'll have your own Gorgias credit card)

• Included in your offer’s calculation, there’s a 5% bonus for healthcare to compensate for Private Health costs

• Get $700 to set up your workstation at home (working from home should feel breezy)

• Get $2000 of learning material and wellness support per year! Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

More cool things to know about Gorgias...

• Raised our Series C-2 for $29M in May 2024: Article Here

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

Gorgiasis committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact accommodation@gorgias.com

Compensation Range: $97K - $107K