Customer Success Manager - Commercial
Core
Strategic partner to a portfolio of high-volume ecommerce merchants, driving product adoption, automation maturity, and long-term operational impact.
Role type
Senior Commercial Customer Success Manager (SaaS)
Builds
AI-powered support workflows and automation for ecommerce brands
Domain
Ecommerce / Customer Success / AI
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Portfolio management, proactive/reactive engagement, workflow analysis, automation implementation, churn risk management, cross-functional collaboration, data tracking, prioritization
Preferred skills
Ecommerce domain expertise, support operations experience, automation tools knowledge, AI interest
Technologies
Gorgias platform, internal CRM systems, AI tools (ChatGPT, Claude, Granola)
Responsibilities
Manage a large portfolio of commercial ecommerce customers; Drive adoption of Gorgias features including automation and AI; Monitor account health signals and identify risk signals; Partner with Sales, Product, and Support teams to resolve issues
Seniority
Mid-Senior, hands-on IC