Customer Success Manager Enterprise - CDD

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.

***Please ensure that your CV/Resume is provided in English for our team to review!***

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 an Enterprise 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.

As an Enterprise Customer Success Manager in CDD , you will

Customer Partnership & Account Management

Manage a portfolio of ~50-60 ecommerce customers

Build relationships with key stakeholders and run regular check-ins and QBRs

Understand customer goals, workflows, and operational challenges

Develop account plans focused on adoption, efficiency, and long-term value

Support renewal conversations for lower-risk or smaller expansions

Product Adoption & Optimization

Drive adoption of Gorgias features including AI, automation, and integrations

Analyze support workflows and recommend improvements

Help customers implement automation and AI use cases

Troubleshoot issues and partner with internal teams when needed

Customer Health & Risk Management

Monitor account health (usage, engagement, satisfaction)

Identify risks early and take action to prevent churn

Support renewals for lower-risk or smaller expansion cases

Operational Excellence & AI Enablement

Maintain accurate customer data and engagement tracking in internal systems

Manage your book of business independently while prioritizing high-impact activities

Leverage AI tools to improve efficiency across customer workflows and internal processes

Experiment with new approaches and share insights that improve team processes and playbooks

Cross-Functional Collaboration

Partner with Sales, Product, and Support teams to drive customer outcomes

Surface customer insights that inform product improvements and roadmap priorities

Ensure internal teams have clear context when escalating customer needs

Who You Are

5+ years in Customer Success, Account Management, or similar roles

French is a plus

Experience managing multiple customers in a SaaS environment

Strong communicator who can run structured conversations with customers

Curious and proactive - you like getting into the details of how things work

Comfortable balancing strategic conversations with hands-on execution

Experience working with ecommerce brands or support operations is a strong plus

Passionate about technology, automation, and the future of AI in customer support

Motivated to continuously learn, improve, and contribute to a growing team environment

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 .

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

• Base + Variable Pay €78,848 – €87,148

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