Jobs at Gorgias

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.

Lead the AI Journey product end-to-end: define vision, find product-market fit, build and run experiments in code, ship production-ready AI-driven lifecycle marketing, and drive go-to-market and cross-functional alignment.

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.

Manage a portfolio of ~70-80 ecommerce enterprise customers, drive product adoption (AI, automation, integrations), run QBRs and renewals, monitor account health, identify churn risk, implement optimizations, collaborate with Sales/Product/Support, maintain customer data, and leverage AI tools to improve customer workflows and team processes.

Own and optimize end-to-end lifecycle experiences across email, in-app, and other channels to accelerate onboarding, activation, retention, and revenue expansion. Design signal-based triggered campaigns, build churn-prevention strategies, partner with Product, CS, Education, and Marketing Operations, and use product usage data to inform experiments and technical infrastructure.

Own outbound prospecting for Mid-Market and Enterprise accounts via calls, email, and LinkedIn. Partner with Enterprise AEs to build pipeline, research stakeholders, write personalized outreach, and use AI and sales automation to scale. Represent Gorgias at industry events (3-5x/year) and collaborate with Partnerships, Marketing, and Events to source leads.

Manage a portfolio of ~120 enterprise customers to drive retention, upsell, and cross-sell. Build strategic account plans with CSMs, engage executive stakeholders, document CRM insights, collaborate cross-functionally, and conduct limited travel to deepen relationships and grow ARR.

Build and own internal AI platform surfaces and infrastructure end-to-end: Cortex UX, platform services, deployment pipelines, observability, governance, and developer tooling to enable teams and agents to build and operate AI-powered features.

Lead AI Journey end-to-end: define vision, find product-market fit, build and ship autonomous lifecycle marketing agent, run experiments in code, partner with cross-functional teams, and drive go-to-market strategy to scale from zero to one.

Lead architecture and build an internal, scalable evaluation platform for LLMs and agentic systems. Own orchestration, automation, and observability to turn manual prompt iteration into reproducible evaluation loops. Act as AI technical lead for squads, define quality metrics, mentor engineers, and collaborate with infrastructure teams to run large-scale evaluations and agent simulations.

Lead design and build of an internal, scalable evaluation platform for LLMs and agentic systems. Architect evaluation lifecycles, partner on orchestration infrastructure, enable product squads with tooling and standards, mentor engineers, and operationalize observability and feedback loops to improve production AI agents.

Manage end-to-end onboarding for a book of customers, delivering white‑glove implementation, configuration, training, and activation of Gorgias Helpdesk and AI Agent. Serve as primary customer liaison, drive adoption and time-to-value, run implementation and optimization sessions, document feedback, analyze e‑commerce data for insights, and coordinate internal teams to meet milestones and reduce churn.

As a Staff AI Engineer at Gorgias, you'll architect systems for evaluating AI performance, develop internal tooling, and lead engineering teams to enhance AI capabilities in production environments.

Lead full-funnel demand generation across SMB (PLG/self-serve) and mid-market/enterprise (ABM). Own strategy, paid channels, campaign design, creative, and pipeline (New ARR). Manage a small team, partner with Sales/CX, apply AI and martech, and build EMEA demand gen playbooks.

Design, build, and scale an AI-driven conversational commerce platform. Architect resilient, cloud-native microservices, implement monitoring and observability, optimize performance, integrate AI features, and mentor junior engineers while collaborating cross-functionally.