Customer Success Manager

Description:

As a Customer Success Manager, you will set the tone for our customers' relationship with Gorgias. You'll manage the full customer lifecycle, from onboarding to renewals, and in addition to 1:1 engagements, you'll be actively involved in running many experiments and building processes.

What you'll do

• Actively participate in building out our new Customer Success program: everything from defining the strategy to creating playbooks by journey stages

• Help companies launch quickly and effectively on Gorgias by providing high-quality guidance

• Reduce churn and drive expansion throughout the customer journey through onboarding, ongoing adoption, and renewals

• Uncover customer objectives and help them achieve their goals by becoming their trusted advisor

Who you are

• 2+ years of experience in SaaS, and/or Customer Success. E-commerce experience is a plus

• You have excellent communication and interpersonal skills, follow-up skills, and attention to detail

• You have a highly structured work approach and the ability to manage multiple activities in parallel

• You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats

• You have a passion for and excel at building and maintaining relationships while working to mitigate churn and drive engagement and renewals

• Passion for learning! You want to grow and improve every day