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Lead and (re)build the Customer Success organization for Commercial and Enterprise merchants, owning Net Revenue Retention. Hire, coach, and manage managers and CSMs; set OKRs, budget, and performance frameworks; partner with Product and Engineering to shape AI-agent roadmap; drive AI-first CS strategy, reporting, forecasting, and high-impact executive engagements.

Lead and rebuild Commercial and Enterprise Customer Success as an AI-first function. Own NRR, org design, budgets, OKRs, manager coaching, reporting, and high-touch escalation. Partner with Product and Engineering on AI agent roadmap and scale AI-driven execution while humans focus on strategic relationships and outcomes.

Lead and rebuild Gorgias' Commercial and Enterprise Customer Success org, owning Net Revenue Retention. Manage two CS Managers and named-account CSMs, set OKRs, budget, hiring, performance frameworks, and reporting. Architect an AI-first CS model in partnership with Product and Engineering, drive AI adoption, personally handle strategic accounts and escalations, and represent CS at leadership and board levels.

The Enterprise Customer Success Manager will manage a portfolio of ecommerce clients, ensuring they achieve product adoption and long-term success with AI-enabled workflows and support operations optimization.

Lead and coach a team of up to 10 Enterprise CSMs to drive AI adoption, retention, and expansion across strategic merchant accounts. Build playbooks, embed AI agent workflows, own forecasting and operations, run weekly delivery cadence, partner cross-functionally, and evolve Customer Success into an AI-driven value-delivery model.