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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.

The Senior Product Manager will lead the Helpdesk 2.0 roadmap, focusing on enhancing agent experience and developing enterprise-capable features. They will collaborate with engineering and design teams to modernize functionalities, improve performance, and ensure seamless AI-human workflows while utilizing customer insights for continual improvement.

Lead execution across the CX org: design and launch programs, drive AI-native automation adoption, support CX leaders, run operating rhythms and OKR tracking, craft exec-ready materials, and manage cross-functional post-sales initiatives.

The BPO Leader will own the Gorgias 360 program, managing BPO partners, program economics, pre-sales qualification, and account-level automation for customer experience operations.

Manage the Gorgias 360 program, overseeing BPO partner management, program economics, and cross-functional collaboration with Sales and Customer Success teams.