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 CSM Team at Gorgias

At Gorgias, we are revolutionizing customer service for e-commerce businesses. Our Customer Success team ensures our clients derive maximum value from our platform, fostering long-term relationships and driving success in their customer service operations.

As a Customer Success Manager, you will play a vital role in shaping our customers' journey with Gorgias. You will help top e-commerce brands provide excellent support through our helpdesk and automate their support processes using our automation and AI products.

What You'll Do

• Manage a portfolio of 50-80 e-commerce brands, with a book of business ranging from $1M-$2M.

• Drive retention by maintaining high levels of customer engagement and satisfaction.

• Partner closely with cross-functional teams to translate business needs and product requirements into new solutions for customers.

• Coach customers to become product experts and train their teams on best practices to increase self-sufficiency.

• Conduct quarterly or more frequent meetings with customers to discuss features and educate them on effectively using the platform.

• Serve as the primary point of contact for customer inquiries, issues, and feedback.

• Lead strategic conversations to understand customer needs and objectives, identifying key opportunities where Gorgias can add value.

• Proactively identify at-risk customers and develop strategies to mitigate churn.

• Identify expansion opportunities and partner with the account management team to upsell or cross-sell.

• Act as an operational e-commerce support expert, providing industry expertise to brands.

• Drive customer loyalty by visiting clients and attending industry events.

Who You Are

• Experience: 3+ years in SaaS or Customer Success, with a preference for e-commerce experience.

• Skills: Strong communication, interpersonal, follow-up, and attention to detail.

• Work Ethic: Highly organized with the ability to juggle multiple tasks and activities simultaneously.

• Startup Acumen: Comfortable in a dynamic, fast-paced environment, self-motivated, and adaptable.

• Relationship Building: Passionate about fostering and maintaining customer relationships to mitigate churn and drive engagement.

• Continuous Learner: Eager to grow and improve continuously.

• Diplomacy: Tact and poise under pressure when working through customer issues.

Perks & Benefits

• 🏖️ 5-week vacation

• 🤕 Paid sick leave (15 days)

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ AUD$5000 gross/year added to your salary

• 👵🏼 Retirement: Gorgias contributes to your superannuation (10%)

• 💆🏻‍♀️ AUD$1,000 signing bonus to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to AUD$2,800 of learning material per year

• 🥰 Every quarter, we organize a company-wide summit to discuss where we’re going and strengthen the social bonds (once the health situation allows it, we’ll transform these summits into offsites!)

This is a fully remote role that must be based in Australia.

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.

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