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Customer Success Lead

Gorgias

Gorgias

Customer Service, Sales & Business Development
Toronto, ON, Canada
Posted on Thursday, December 14, 2023

Meet Gorgias, the customer service platform designed for ecommerce merchants, and built to provide amazing experience to shoppers at scale on Shopify, BigCommerce, and Magento. Our product empowers merchants to manage all their customer service in one place over email, live chat, voice, Facebook, Instagram, and SMS.

Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time.

We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters.

We’re still growing fast and looking for new teammates who want to grow with us.

About the team:

✍️ The Success Team at Gorgias comprises of four key functions: Onboarding, Customer Success, Scaled Merchant Experience, and Customer Support. The Customer Success Team is currently supported by 2 Leads, and staffed with over 14 dedicated Customer Success Managers (CSMs).

🚀 This team focuses on collaborating with our higher-value merchants, ACV of $7k and above. Their mission is to propel feature adoption, drive cross-sells, and champion retention. With each CSM expertly managing a portfolio of 50-100 merchants and Annual Recurring Revenue (ARR) ranging from $900k to $1.4m. Join us at the forefront of innovative tech solutions, where your skills will play a pivotal role in driving success and fostering lasting client relationships.

What you'll do:

  • Manage the CSM team of 4-8 individuals

  • Own your team's metrics and drive the plan to exceed them, specifically expansion, churn mitigation and business reviews

  • Implement best practices, process improvements, training, playbooks, and feedback loop to ensure team is having consistently valuable conversations with customers

  • Conduct call reviews, coach and give constructive feedback to ensure our interactions are driving adoption in product

  • Create and execute scalable strategies to improve customer engagement, CSAT, health score, and retention

  • Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time

  • Continuously raise the bar on what’s expected of customer success team members to create a high-performing team

  • Create a fun and competitive global environment

Who you are:

  • Data and results/execution-oriented; you like to move fast

  • 2+ years experience in leading high performing CSM teams in B2B enterprise SaaS and 5+ years of experience in customer-facing roles

  • Demonstrated ability leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers

  • Proven track record of owning and hitting team metrics

  • Passionate about developing people and coaching your team

  • High energy leader with excellent cross-functional collaboration skills to drive customer initiatives

  • Desire for continuous learning and improvement with enthusiasm that inspires others

  • Player-coach mentality and willingness to work with customers

Perks & Benefits:

  • 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)

  • 🤕 Paid sick leave

  • 🧸 Paid parental leave (12 weeks)

  • 💻 Latest MacBook Pro / PC

  • 🍽️ Personal credit card to buy lunches

  • 🏥 Health insurance with up to 100% of premiums paid for employees - Blue Shield & Kaiser(CA only) explore our plans

  • 👵🏼 Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.

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

  • 📚 Get up to $2,000 of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope)

  • 🥰 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!

Why join us?

🚀 We're among the fastest-growing startups in the eCommerce ecosystem

🦄 We've built an extremely efficient go-to-market engine

🥇 Work with a talented team you'll learn a lot from

🙏 Join a company where automation and good & clean data are core beliefs shared by all

🎥 Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun!

More cool things to know about Gorgias... 😁

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.

Gorgias is 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