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Vp Customer Experience

3 weeks ago

Toronto, Canada T6 Talent Partners 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.

At Gorgias, our customers are at the core of everything we do. Our Customer Experience (CX) organization brings together our Customer Success, Scaled Success, and Education teams, with hubs in Toronto and San Francisco. Reporting directly to the CRO, the VP of CX will be responsible for developing and executing strategies that enhance customer retention, drive product adoption, and fuel account growth.

**Responsibilities**:

- ** Product Feedback**: Analyze customer feedback and product usage data, implementing strategies in partnership with Product to increase customer retention and drive activation.
- ** Customer Advocacy**: Serve as the voice of the customer within the organization, ensuring that customer insights inform product development, marketing, and sales strategies.
- ** Scaled Customer Success**:Leverage automation and innovative solutions to streamline CX processes, maintaining high levels of customer satisfaction while supporting scalable growth.
- ** Enterprise Customer Success**:Develop and execute strategies to transition from serving primarily SMB/MM clients to effectively engaging and retaining Enterprise customers.
- ** Performance Metrics**: Establish and monitor key performance indicators (KPIs) related to customer success, product adoption, and overall customer experience, reporting progress to executive leadership.

**Qualifications**:

- ** Experience**: 10+ years in customer experience roles within the SaaS industry, with at least 5 years in a leadership capacity overseeing multiple CX functions. Experience in the AI industry and B2B SaaS, with a track record of leading teams at companies achieving $100M+ ARR.
- ** Customer Success Expertise**:Proven track record in managing customer success initiatives, including direct customer engagement and a deep understanding of customer needs and challenges.
- ** Strategic Vision**:Demonstrated ability to set and execute a 1-2 year vision for a growing Customer Experience team, aligning with company goals and evolving market dynamics.
- ** Service Model Innovation**:Expertise in designing and implementing service models ranging from high-touch, white-glove approaches to scalable solutions for diverse customer segments.
- ** Leadership**:Strong leadership skills, with experience coaching and empowering Customer Success Managers, fostering a high-performance culture, and effectively managing team dynamics across multiple layers of management.
- ** Change Management**:Proven ability to motivate teams through organizational change and foster alignment across complex structures.
- ** Analytical Skills**:Proficiency in leveraging data-driven insights to inform decision-making and implement process improvements.
- ** Scalability**: Demonstrated experience in creating one-to-many customer success programs for SMB customers, leveraging scalable approaches to support a broad customer base.
- ** Innovation**: Ability to optimize existing processes through creative and automated solutions while maintaining high levels of customer satisfaction.
- ** Customer-Centric Approach**: Expertise in customer personas, journey mapping, and touchpoint optimization to deliver exceptional customer experiences.

**Why Join Gorgias?**

At Gorgias, you’ll play a pivotal role in our move upmarket into Enterprise as well as our expansion into Marketing usecases. Your leadership will directly impact the company’s growth trajectory. This is an opportunity to build and lead a team that will shape the future of our product and company.