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.

About the Team

The Scaled Customer Experience team at Gorgias provides value at scale for all of our users across every step of the customer journey. We blend automated, experiment-driven digital touchpoints with creative learning content to engage, educate, and empower our users to achieve their business outcomes with Gorgias.

Within the Scaled Customer Experience team, we’re split into:

• Success Growth is responsible for creating and managing hyper-personalised, programatic outreaches and in-product experiments to drive team drives customer adoption, growth, and retention.

• Customer Education is responsible for planning and delivering educational content to hundreds of users per week through our Academy, live and on-demand Webinars, Community, Video and Help Center.

About the Role

We’re looking for a Growth Manager, Digital Success who will be responsible for executing growth and retention strategies at scale, using automation and personalized tactics.

Your primary focus will be to ensure that all customers, regardless of size, are supported with the right combination of digital and human touchpoints to drive meaningful behaviors that lead to successful outcomes, and customer retention.

You will work cross-functionally to build and optimize an orchestrated experience across channels (e.g. email and in-product) and touchpoints, ensuring that cohorts of customers are guided towards maturity and expansion outcomes.

The ideal candidate will possess a strong background in Growth or Digital Success, and SaaS, coupled with creativity, strategic thinking, exceptional communication and collaboration skills. If you’re looking to have a big impact at a fast-growing company in your next role, we want to hear from you!

What You’ll Do

• Design and execute scalable strategies to improve retention, drive product adoption, and incremental product revenue. Apply the latest technologies and AI tools to refine customer segmentation and signals, and scale hyper-personalised copy to ensure campaigns resonate with their unique characteristics.

• Establish and be held accountable for metrics to measure the effectiveness and impact of your programs (e.g. product adoption, NRR). Conduct data analysis to understand customer behavior, usage patterns, and segmentation to provide actionable recommendations for campaign improvements.

• Run experiments to identify which tactics work best for various customer segments and personas - craft ideas, execute and manage the campaigns, test your hypotheses and measure impact to then scale those successful strategies across hundreds of customers.

• Influence and activate cross-functional partners in Product, Marketing, Account Management, and Customer Success to drive high-impact initiatives aligned with overall company business goals.

Examples of Projects you’ll work on

1. Work cross-functionally with the Implementation, Product Marketing and Product Teams to on a new onboarding email and in-product flow for both a specific segment of customers to improve Activation Rates.

2. Use our Churn Risk Score to build and test engagements that focus on mitigating churn, and identify new tactics and indicators to implement based on your learnings.

Our Current Tools / Data Stack includes:

• Data Transformation: dbt

• BI Tools: Periscope

• Data Activation: Hightouch, Segment, Zapier,

• Outreaches and Initiatives: Candu, Customer.io, Guideflow, PromptLayer

• CRM: Vitally and Hubspot

Who You Are

• You have 3+ years of experience in digital customer success, product growth, or retention marketing within a SaaS or technology company. You have a proven record of embracing challenging projects, and taking ownership of business outcomes.

• Strong analytical mindset, matched with creativity, that allows you to use data and insights to think outside the box a turn them into actionable outcomes and execute impactful solutions and initiatives.

• You have strong synthesis and communication skills in English. Externally, you’re able to tell powerful stories and drive recommendations with data, to engage and obtain customer buy-in. Internally, you are able to effectively share what you’re working on and why you’re working on it, and your results.

• You have experience managing and executing complex projects cross-functionally, demonstrating strong follow-through and ability to self-manage multiple tasks and projects at once whilst meeting deadlines.

• Intentionally agile individual who is comfortable with speed and an iterative process, continuously refining ideas based on feedback and outcomes.

Nice to Have

• Highly Proficient in SQL

• Passionate about emerging technologies

Benefits & Perks

• 🏖️ 5-week vacation

• 🤕 Paid sick leave (15 days)

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 🍽️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)

• 🏥 We provide private health insurance and retirement pension

• 💆🏻‍♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 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!

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

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.

Gorgias is committed to the full inclusion of all qualified individuals and will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [email protected]