Director of Customer Success
Updated on 2/7/2024
Gorgias

201-500 employees

Multi-channel helpdesk
Company Overview
Gorgias is on a mission to empower ecommerce businesses to deliver a top-notch customer experience. By understanding customers' needs, they educate businesses the best way to address them.
Consumer Goods
Data & Analytics

Company Stage

Series C

Total Funding

$72.4M

Founded

2015

Headquarters

San Francisco, California

Growth & Insights
Headcount

6 month growth

7%

1 year growth

14%

2 year growth

50%
Locations
Toronto, ON, Canada
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Sales
SQL
Marketing
CategoriesNew
Sales & Account Management
Customer Success & Support
Requirements
  • 4+ years experience in building and scaling high-performing CSM teams in B2B enterprise SaaS
  • 7+ years of experience in customer-facing roles
  • SQL proficiency
  • Demonstrated ability leading a customer-facing team
  • 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
  • Desire for continuous learning and improvement with enthusiasm that inspires others
Responsibilities
  • Create and execute scalable strategies to improve customer engagement, CSAT, health score, and retention
  • 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 loop to ensure team is having consistently valuable conversations with customers
  • Manage the CSM team via 2 Leads and a Manager
  • 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
Desired Qualifications
  • Player-coach mentality and willingness to work with customers