Jobs at Gorgias

Manage end-to-end onboarding for a portfolio of SaaS customers, from sales handoff through configuration, training, activation, and adoption. Lead discovery, implementation planning, AI Agent adoption roadmaps, ecommerce integrations, troubleshooting, and executive communications. Build customer solutions, manage milestones, reduce time to value, interpret customer data, and demonstrate business impact. Act as the primary customer liaison, mitigate implementation risks, document learnings, and coach peers while using AI tools to improve efficiency.

Own and rebuild Gorgias’s content marketing strategy across brand, thought leadership, social, community, SEO, AEO, and customer-led content. Create editorial processes, develop AI-powered production workflows, write for enterprise ecommerce buyers, amplify content across key channels, and use customer insights to drive marketing impact. Partner with demand generation, product marketing, and leadership, while hiring and managing a social media and community teammate as the function expands.

Manage end-to-end onboarding for SaaS customers across APAC, from sales handoff through configuration, training, activation, and adoption. Lead consultative implementation sessions for Helpdesk and AI Agent products, build tailored solutions, manage milestones, mitigate roadblocks, and reduce time to value. Serve as the primary customer liaison, analyze e-commerce data, document feedback, and collaborate internally to improve customer experience, engagement, retention, and product usage.

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.

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.