Jobs at Gorgias

Manage a portfolio of 50–60 enterprise ecommerce customers, building stakeholder relationships, conducting check-ins and QBRs, driving AI and automation adoption, optimizing support workflows, monitoring customer health, mitigating churn risk, and supporting renewals and expansions. Collaborate with Sales, Product, and Support teams, maintain accurate account data, troubleshoot issues, and share customer insights to improve products and team processes.

Manage a high-volume portfolio of commercial ecommerce customers, driving product adoption, automation, AI workflow implementation, account health, and retention. Guide customers through practical solutions, troubleshoot issues, optimize support operations, monitor risk signals, support renewals, and collaborate with Sales, Product, and Support. Maintain organized customer records, prioritize accounts, and share insights that improve team processes.

Manage a high-volume portfolio of commercial ecommerce customers, driving product adoption, AI and automation workflow implementation, account health, retention, and renewal support. Partner with customers to optimize support operations, troubleshoot issues, identify risks, and improve platform value. Collaborate with Sales, Product, and Support while maintaining accurate account data and contributing insights to improve 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.

Manage enterprise SaaS implementations from pre-sales discovery through launch and post-launch adoption. Responsibilities include data migrations, project plans, custom integrations, AI Agent configuration, QA, prompt optimization, and automation strategy. The role coordinates cross-functional teams and merchant stakeholders, drives timelines and accountability, analyzes e-commerce and support data, and builds trusted customer relationships to achieve successful launches and measurable adoption outcomes.

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.

Lead platform and cloud security for GKE and GCP, design secure-by-default platforms and CI/CD/IaC hardening, manage secrets and networking, build detection and response (SIEM, IDS, runtime detection), author incident playbooks, enforce auth/identity standards, and drive compliance (SOC 2, ISO 27001, GDPR) to enable enterprise-grade security.

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.

Serve as a strategic partner for a portfolio of ~70-80 ecommerce merchants, driving product adoption, automation and AI workflows, monitoring account health, mitigating churn risk, supporting renewals, and collaborating cross-functionally to surface customer insights and optimize support operations.

Own and grow a portfolio of mid-market and enterprise agency and ISV partners across North America. Drive partner-sourced and partner-influenced revenue, coordinate joint sales cycles with internal teams, lead partner enablement and certification, run monthly partner reviews, implement revenue-under-management, and represent Gorgias at industry events (~25% travel).

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.

Build, scale, and maintain agentic LLM systems, RAG, and NLP classifiers; own feedback loops, observability, continuous training, and ML data pipelines; implement scalable production services and collaborate cross-functionally to improve AI-driven customer support and recommendation systems.

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 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.