Customer Success Manager

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Overview:
Gorgias helps Ecommerce companies deliver excellent customer service at scale. Our product creates a unified profile of customers by combining emails, live-chat, and social-media messages with Ecommerce data such as purchase and delivery info.

We’ve been around since 2015, and we’re currently serving over 5000+ eCommerce businesses, including Steve Madden, Timbuk2, and Fjällräven. Is working with a real-world application that touches the lives of millions, your thing? Then yeah, Gorgias is for you.

Responsibilities:
• 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

About you:
• 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, 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

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Why you should join us
🚀 Join a high growth tech startup at a crucial time, and with an unusually technical growth team
⚙️ Work at the core of our most valuable tool: our growth “machine” (that is discussed about at Growth conferences all over the world!)
💡 Apply your engineering skills to concrete business problems, and have an impact on all stages of our business model (from Marketing to Success)
🙏 Join a company where automation, good & clean data are core beliefs shared by all