Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- Enterprise Customer Success Manager managing a portfolio of complex accounts at Gorgias. Leading product adoption, customer retention, and collaboration across teams for ecommerce success.
Responsibilities
- Own a portfolio of ~40 enterprise customers, including ~10 high-complexity accounts
- Build relationships with senior stakeholders and decision-makers
- Lead QBRs and long-term account planning tied to business outcomes
- Navigate complex customer environments with multiple stakeholders
- Drive advanced adoption of AI, automation, and integrations
- Guide customers through complex implementations and custom workflows
- Act as a strategic advisor on scaling support operations
- Help customers move toward more efficient and automated setups
- Own retention for high-value accounts
- Identify risks early and drive recovery plans
- Partner with Sales on expansion opportunities
- Operate with a high level of autonomy, managing your portfolio with clear prioritization and focus on impact
- Use AI and internal tools to improve both customer workflows and your own efficiency
- Identify patterns across accounts and contribute to improving team playbooks and best practices
- Partner with Sales, Product, and Support teams to drive customer outcomes
- Lead coordination across teams for complex accounts and escalations
- Surface insights that shape product direction and strategy
Requirements
- 5+ years in Customer Success, Implementation, Consulting, or similar
- Experience managing complex enterprise customers
- Strong project management and problem-solving skills
- Comfortable operating both strategically and hands-on
- Able to influence stakeholders and drive outcomes without authority
- Curious, structured, and highly ownership-driven
- Experience with ecommerce 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
Benefits
- Offers Equity
- Commission
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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