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Manager of Customer Onboarding

Permanent contract
New York
Salary: Not specified
Fully-remote
Experience: > 4 years

Gorgias
Gorgias

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The position

Job description

As our Manager of Customer Onboarding, you will lead a team that focuses on reducing churn and driving decreased time to value through the on-boarding and activation stages, helping companies launch quickly and effectively on Gorgias. You will attract, coach, mentor, and manage a team of high performing employees distributed across San Francisco, Charlotte, Sydney, and Serbia while also managing a book of business (player coach) with a focus on progressing their professional growth

This is a team manager and client-facing role requiring superb customer service kills, a positive energy, tenacity with solving problems, and truly caring about a client’s successful usage of product

Responsibilities

  • You will attract, coach, mentor, and manage a team of high performing employees distributed across North America with a focus on progressing their professional growth
  • Manage day-to-day performance of a team a handful of Activation Success Managers with the goal driving continuous improvement and long-term success for our customers
  • Develop team members through daily coaching, team meetings, and 1x1s
  • Build a creative and innovative culture and a passion for providing an exceptional customer experience
  • Be able to insert yourself into client onboardings to provide senior and experienced assistance to the team
  • Own your teams metrics and drive the plan to attain and exceed them
  • Improve platform and services adoption rate, accelerate customer growth, and reduce churn
  • Become proficient with the product and translate client requirements to capabilities of the product
  • Work with other CS leaders to identify and take action on bottlenecks and areas of improvement within the customer success teams

Preferred experience

About you

  • Bachelor’s degree, college diploma in related field; Master’s degree in management-related field a plus
  • 4+ or more years of experience working in Customer Success management or a related role, preferably a SaaS software solution
  • You have at least a year of management experience
  • 3 years experience working with database-driven workflow products such as licensing, client relationship management, or enterprise resource planning solutions
  • Demonstrated ability leading a customer facing team – strong people management, coaching, and development experience
  • Self-starter, independent work ethos, able to work virtually with various team members across multiple locations
  • Ability to work in a dynamic, fast-moving environment and switch gears as necessary
  • Strong problem-solving skills to quickly understand, assess, and address customers’ challenges and effectively remediate
  • Growth mindset with drive and ability to consistently improve knowledge and abilities

Perks & Benefits

  • 🏖️ 4-week vacation
  • 🤕 Paid sick leave
  • 🧸 Paid parental leave (16 weeks)
  • 💻 Latest MacBook Pro
  • 🍽️ Daily lunch stipend ($15/ per workday)
  • 🏥 Health insurance with up to 100% of premiums paid for employees - Blue Shield & Kaiser explore our plans
  • 👵🏼 Retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income.
  • 💆🏻‍♀️ Get up to $700 to set up your workstation at home (working from home should feel breezy)
  • 📚 Get up to $2000 of learning material (includes books, courses, training sessions that are easily identified and linked with your job scope)
  • 🥰 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! (Here is the photo album from our last company retreat in Mexico in 2022, when we were a total of 200 people!)

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… 😁

Gorgias ensures equal employment opportunity without discrimination or harassment based on race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, veteran status, or any other characteristic protected by law.

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