Jobs at Gorgias

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.

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 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 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.

The Customer Implementation Manager will oversee onboarding processes, ensuring successful customer adoption and activation of Gorgias products through tailored support and strategic project management.

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.

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.

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.

As a Senior Data Scientist, you'll shape data science strategy at Gorgias, partnering with stakeholders to improve forecasting, segmentation, and decision-making through advanced modeling and experimentation.

As a Senior Data Scientist, you will define Gorgias' data science strategy, work on modeling and forecasting, and implement scalable solutions for business insights across various functions.

Design and scale structured, machine-readable content for search and AI answer engines. Own AEO measurement (AirOps + Profound), implement structured data and programmatic SEO, optimize technical and on-/off-page SEO, partner with product and engineering, run experiments, and report on AEO/SEO KPIs driving revenue.

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 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.

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.

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 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.

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.

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.