Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
About the role
- Customer Success Manager helping ecommerce merchants adopt Gorgias solutions and improve support operations. Engaging with high-volume accounts for optimization and success in AI integration.
Responsibilities
- Manage a large portfolio of commercial ecommerce customers (high-volume book of business)
- Maintain a strong pulse on your accounts through a mix of proactive and reactive engagement
- Run regular check-ins and support higher-value customers with more structured conversations
- Understand customer workflows, goals, and common blockers
- Support customers in improving how they use Gorgias in their day-to-day operations
- Drive adoption of Gorgias features including automation, AI, and integrations
- Analyze support workflows and recommend improvements for common use cases
- Help customers implement automation and AI workflows to improve efficiency
- Troubleshoot product issues and support customers in resolving blockers
- Monitor account health signals (usage, engagement, sentiment) across a large portfolio
- Identify risk signals and take action to prevent churn
- Focus on improving adoption and setup quality as key drivers of retention
- Maintain accurate customer data and engagement tracking in internal systems
- Manage your book of business in a structured and organized way
- Prioritize accounts based on impact and risk
- Use AI and internal tools to improve efficiency in your day-to-day work
- Partner with Sales, Product, and Support teams to resolve issues and improve outcomes.
Requirements
- 2+ years in Customer Success, Support, Account Management, or a customer-facing SaaS role
- Comfortable managing a high-volume portfolio of accounts
- Strong communicator who can guide customers through practical, solution-oriented conversations
- Support-oriented and hands-on - you enjoy helping customers solve real problems
- Curious and detail-oriented - you like getting into how systems and workflows actually work
- Organized and able to prioritize effectively across many customers
- Experience with ecommerce, support operations, or automation tools is a strong plus
- Interest in AI and how it improves customer support.
Benefits
- Offers Equity
- Commission
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