Senior Manager of AI-Focused Customer Success

Shape the future of Customer Success at Gorgias as Senior Manager overseeing enterprise accounts. Lead a hybrid team in Toronto or New York City to drive AI integration and customer outcomes. In this pivotal role, you will manage a team of up to 10 Enterprise Customer Success Managers, focusing on strategic merchants with accounts ranging from $30K to significant six-figure ARR. At Gorgias, your focus will be on leveraging AI tools to optimize customer journeys while ensuring high retention and expansion metrics. You will also create playbooks, streamline processes, and maintain a high-performance culture. Own account health and drive performance management Ensure effective AI adoption strategies are implemented Partner across departments to ensure cohesive customer experiences 7+ years in SaaS customer success, including team management ~ Proven experience with enterprise accounts management ~ Ability to coach on integrating AI tools in customer workflows ~ Experience in ecommerce or DTC brands is a plus Elevate customer success delivery while championing AI innovation and developing your team at Gorgias. #

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