Team Lead, Customer Success

2 weeks ago

Old Toronto, Canada Gorgias Full time

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 Team:

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 the CSM team of 4-8 individuals
  • Own your team's metrics and drive the plan to exceed them, specifically expansion, churn mitigation, and business reviews
  • Implement best practices, process improvements, training, playbooks, and feedback loops to ensure the team has consistently valuable conversations with customers
  • Conduct call reviews, coach, and give constructive feedback to ensure our interactions drive product adoption
  • Create and execute scalable strategies to improve customer engagement, CSAT, health score, and retention
  • Work closely with internal teams (Product, Sales, Marketing, Success-Growth) to align priorities with customer needs and deliver increasing value over time
  • Continuously raise the bar on what’s expected of customer success team members to create a high-performing team
  • Create a fun and competitive global environment

Who you are:

  • Data and results/execution-oriented; you like to move fast
  • 3+ years of experience in leading high-performing CSM teams in B2B enterprise SaaS and 5+ years of experience in customer-facing roles
  • Demonstrated ability in leading a customer-facing team — helping your team prioritize and manage their book of business, develop and drive best practices, and drive deep strategic value for customers
  • Proven track record of owning and hitting team metrics
  • Passionate about developing people and coaching your team
  • High energy leader with excellent cross-functional collaboration skills to drive customer initiatives
  • Desire for continuous learning and improvement with enthusiasm that inspires others
  • Player-coach mentality and willingness to work with customers

Perks and Benefits:

  • ️ 5-week vacation
  • Paid sick leave (15 days)
  • 6 weeks full remote/year
  • Paid parental leave (16 weeks)
  • MacBook Pro
  • ️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)
  • We provide private health insurance and retirement pension
  • ️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)
  • Get up to CAD $2600 of learning material and wellness support per year This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget.
  • Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year, we organize offsite team retreats and company retreats

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. #J-18808-Ljbffr

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