Growth Manager, Digital Success

1 month ago

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**

The Scaled Customer Experience team at Gorgias provides value at scale for all of our users across every step of the customer journey. We blend automated, experiment-driven digital touchpoints with creative learning content to engage, educate, and empower our users to achieve their business outcomes with Gorgias.

Within the Scaled Customer Experience team, we’re split into:

- ** Success Growth** is responsible for creating and managing hyper-personalised, programatic outreaches and in-product experiments to drive team drives customer adoption, growth, and retention.
- ** Customer Education** is responsible for planning and delivering educational content to hundreds of users per week through our Academy, live and on-demand Webinars, Community, Video and Help Center.

**About the Role**

We’re looking for a Growth Manager, Digital Success who will be responsible for **executing growth and retention strategies at scale, using automation and personalized tactics.**

Your primary focus will be to ensure that all customers, regardless of size, are supported with the right combination of digital and human touchpoints to drive meaningful behaviors that lead to successful outcomes, and customer retention.

**What You’ll Do**
- ** Establish and be held accountable for metrics to measure the effectiveness** and impact of your programs (e.g. product adoption, NRR). Conduct data analysis to understand customer behavior, usage patterns, and segmentation to provide actionable recommendations for campaign improvements.
- ** Run experiments** to identify which tactics work best for various customer segments and personas **-** craft ideas, execute and manage the campaigns, test your hypotheses and measure impact to then scale those successful strategies across hundreds of customers.
- ** Influence and activate cross-functional partners** in Product, Marketing, Account Management, and Customer Success to drive high-impact initiatives aligned with overall company business goals.

**Examples of Projects you’ll work on**
- Use our Churn Risk Score to build and test engagements that focus on mitigating churn, and identify new tactics and indicators to implement based on your learnings.

**Our Current Tools / Data Stack includes**:

- Data Transformation: dbt
- BI Tools: Periscope
- Data Activation: Hightouch, Segment, Zapier,
- Outreaches and Initiatives: Candu, Customer.io, Guideflow, PromptLayer
- CRM: Vitally and Hubspot

**Who You Are**
- You have **3+ years of experience** in digital customer success, product growth, or retention marketing within a SaaS or technology company. You have a proven record of embracing challenging projects, and taking ownership of business outcomes.
- ** Strong analytical mindset**, matched with creativity, that allows you to use data and insights to think outside the box a turn them into actionable outcomes and execute impactful solutions and initiatives.
- You have **strong synthesis and communication skills in English.** Externally, you’re able to tell powerful stories and drive recommendations with data, to engage and obtain customer buy-in. Internally, you are able to effectively share what you’re working on and why you’re working on it, and your results.
- You have experience managing and executing complex projects cross-functionally, demonstrating **strong follow-through and ability to self-manage** multiple tasks and projects at once whilst meeting deadlines.
- ** Intentionally agile individual** who is comfortable with speed and an iterative process, continuously refining ideas based on feedback and outcomes.

**Nice to Have**
- Highly Proficient in SQL
- Passionate about emerging technologies

Benefits & Perks
- 5-week vacation plus 2 weeks RTT (We follow each country's appropriate PTO Laws)
- Paid sick leave
- Paid parental leave (16 weeks)
- MacBook Pro
- Personal credit card to buy lunches (we use Swile)
- We provide private health insurance (we use Alan)
- Get up to €700 to set up your workstation at home (working from home should feel breezy)
- Get up to €2000 of learning material per year (includes books, courses, and training sessions that are easily identified and linked with your job scope. This also covers individual co

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