Customer Success Manager
il y a 1 mois
Everything we do is for our customers, and we’re currently serving over 12,000+ ecommerce merchants, including : Steve Madden, Timbuk2, Decathlon, and Sports Illustrated. They love us for our innovative product, our focus on their ecommerce needs, and, of course, our lightning-fast customer service response time.
We raised $25 million in our Series B round in December 2020 and $30 million in our Series C round in 2022. We more than doubled in size in every meaningful way: annual recurring revenue, the size of our customer base, and the size of our Gorgias team, for starters.
We’re still growing fast and looking for new teammates who want to grow with us.
**About the CSM Team**:
Our CSM team is a part of the larger Success team in Gorgias. It currently consists of 15 CSMs, 2 Leads, and our team Manager.
As a Customer Success Manager, you will set the tone for our customers' relationship with Gorgias. You'll manage the full customer lifecycle, from onboarding to renewals, and in addition to 1:1 engagements, you'll be actively involved in running many experiments and building processes.
**What you'll do**:
- Actively participate in building out our new Customer Success program: everything from defining the strategy to creating playbooks by journey stages
- Help companies launch quickly and effectively on Gorgias by providing high-quality guidance
- Reduce churn and drive expansion throughout the customer journey through onboarding, ongoing adoption, and renewals
- Uncover customer objectives and help them achieve their goals by becoming their trusted advisor
**Who you are**:
- 2+ years of experience in SaaS, and/or Customer Success. E-commerce experience is a plus
- You have excellent communication and interpersonal skills, follow-up skills, and attention to detail
- You have a highly structured work approach and the ability to manage multiple activities in parallel
- You are comfortable in a startup environment; are self-motivated, move quickly, and wear many hats
- You have a passion for and excel at building and maintaining relationships while working to mitigate churn and drive engagement and renewals
- Passion for learning You want to grow and improve every day
**Perks & Benefits**:
- 5-week vacation plus 2 weeks RTT
- 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 and wellness support per year This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.
- Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats
**The role requires a 2 days/week presence in the Paris office.**
**Why join us?**:
We're among the fastest-growing startups in the eCommerce ecosystem
We've built an extremely efficient go-to-market engine
Work with a talented team you'll learn a lot from
Join a company where automation and good & clean data are core beliefs shared by all
Here is an interview with one of our team member’s experiences from our most recent company retreat to Cancun
**More cool things to know about Gorgias...**:
- Raised our Series C for $30M in 2022: TechCrunch Article
- We went from 0 to 10,000+ merchants using our platform since 2016
- We have a 4.7 rating on Glassdoor & 4.7 Comparably culture score
- Discover the Gorgias Platform
- Learn about our Compensation Policy
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