Vice President, Customer Experience
Gorgias
Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.
We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.
We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.
At Gorgias, our customers are at the core of everything we do. Our Customer Experience (CX) organization brings together our Customer Success, Scaled Success, and Education teams, with hubs in Toronto and San Francisco. Reporting directly to the CRO, the VP of CX will be responsible for developing and executing strategies that enhance customer retention, drive product adoption, and fuel account growth.
Responsibilities
Product Feedback: Analyze customer feedback and product usage data, implementing strategies in partnership with Product to increase customer retention and drive activation.
Customer Advocacy: Serve as the voice of the customer within the organization, ensuring that customer insights inform product development, marketing, and sales strategies.
Scaled Customer Success: Leverage automation and innovative solutions to streamline CX processes, maintaining high levels of customer satisfaction while supporting scalable growth.
Enterprise Customer Success: Develop and execute strategies to transition from serving primarily SMB/MM clients to effectively engaging and retaining Enterprise customers.
Performance Metrics: Establish and monitor key performance indicators (KPIs) related to customer success, product adoption, and overall customer experience, reporting progress to executive leadership.
Qualifications
Experience: 10+ years in customer experience roles within the SaaS industry, with at least 5 years in a leadership capacity overseeing multiple CX functions. Experience in the AI industry and B2B SaaS, with a track record of leading teams at companies achieving $100M+ ARR.
Customer Success Expertise: Proven track record in managing customer success initiatives, including direct customer engagement and a deep understanding of customer needs and challenges.
Strategic Vision: Demonstrated ability to set and execute a 1-2 year vision for a growing Customer Experience team, aligning with company goals and evolving market dynamics.
Service Model Innovation: Expertise in designing and implementing service models ranging from high-touch, white-glove approaches to scalable solutions for diverse customer segments.
Leadership: Strong leadership skills, with experience coaching and empowering Customer Success Managers, fostering a high-performance culture, and effectively managing team dynamics across multiple layers of management.
Change Management: Proven ability to motivate teams through organizational change and foster alignment across complex structures.
Analytical Skills: Proficiency in leveraging data-driven insights to inform decision-making and implement process improvements.
Scalability: Demonstrated experience in creating one-to-many customer success programs for SMB customers, leveraging scalable approaches to support a broad customer base.
Innovation: Ability to optimize existing processes through creative and automated solutions while maintaining high levels of customer satisfaction.
Customer-Centric Approach: Expertise in customer personas, journey mapping, and touchpoint optimization to deliver exceptional customer experiences.
More cool things to know about Gorgias... 😁
Raised our Series C-2 for $29M in May 2024: Article Here ⬅️
We went from 0 to 15,000+ merchants using our platform since 2016
We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score
What our customers are saying: apps.shopify.com/helpdesk#reviews
Other positions: gorgias.com/about-us/jobs
Discover the Gorgias Platform
Learn about our Compensation Policy
Diversity, Equity, and Inclusion at Gorgias
At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.
We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.
If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let’s grow together!
