Director, Customer Success

About the role

You will own the full post-sale journey for Gorgias's Commercial and Enterprise merchants, bearing direct accountability for Net Revenue Retention across this book. You will architect and lead a Customer Success organization where AI agents execute high-volume tasks while humans own outcomes, judgment, and commercial depth. This role requires you to build the next generation of Customer Success from the ground up, redefining the function for an AI-native company. You will directly coach two CS Managers, one for Commercial and one for Enterprise, guiding their development and the performance of their teams. You will set segment-specific OKRs, translating company strategy into actionable plans for both Commercial and Enterprise merchants. This is a strategic leadership position where you will personally engage with the most critical accounts and high-stakes escalations. You will report directly to the COO, owning the budget and headcount decisions necessary to deliver value at scale. Your work will focus on maximizing NRR by driving account health, AI adoption, and expansion across the entire customer book.

Key facts

What you'll do

• Own the organizational design of Customer Success across Commercial and Enterprise, including the span of control for two CS Managers and named-account CSMs.
• Directly coach and develop CS Managers, holding them accountable for team performance, growth, and execution against strategic goals.
• Set organization-wide OKRs that align with company strategy and define clear, segment-specific execution plans for Commercial and Enterprise.
• Own the end-to-end CS budget, managing headcount, tooling, and program spend to optimize the balance between human expertise and AI leverage.
• Build and maintain performance management and career frameworks for CSMs and managers across both segments to ensure consistent standards.
• Create a culture of accountability and high performance, making difficult decisions to maintain quality and execution across the organization.
• Own Net Revenue Retention for Commercial and Enterprise, developing segment-specific strategies to drive expansion and reduce churn.
• Drive account health by ensuring managers and CSMs consistently monitor, engage, and expand relationships within their book.
• Personally engage with the most strategic and escalated accounts, providing senior judgment and oversight for relationships that demand human leadership.
• Build robust reporting and forecasting infrastructure to track renewals, expansion pipeline, and churn risk with clear visibility for leadership.
• Guide managers in running high-impact executive business reviews that quantify ROI and AI utilization for both segments.
• Own the vision and execution for an AI-first Customer Success function, ensuring AI agents handle scale while humans focus on outcomes.
• Partner directly with Product and Engineering leadership to shape the AI agent roadmap, channeling frontline insights from merchants into product decisions.
• Deliver measurable value at scale in the age of AI, pushing the boundaries of automation to improve experience and efficiency for merchants.

Requirements

• You have experience building and leading a Customer Success organization from the ground up in a high-growth environment.
• You have a proven track record of owning and driving Net Revenue Retention for a book of Commercial and Enterprise customers.
• You have deep expertise in designing performance management and career frameworks for Customer Success teams.
• You have hands-on experience managing budgets, headcount plans, and tooling investments for a Customer Success organization.
• You have a history of coaching and developing managers who directly oversee teams of Customer Success professionals.
• You are comfortable making difficult people and performance decisions to maintain a high-performing organization.
• You have extensive experience running executive business reviews and demonstrating ROI for strategic customers.
• You have a strong understanding of AI's potential to transform customer success and the ability to partner with Product and Engineering to realize that vision.

Nice to have

• Preferred experience in an AI-native company redefining customer-facing functions with automation.
• Background working with named strategic accounts and complex enterprise renewals.
• Experience building reporting and forecasting models for NRR and churn risk in a subscription business.

Practical notes

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Location: San Francisco.

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Engagement: Full-time.

• This role reports directly to the COO with significant scope and budget authority.