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Gorgias is building a unified AI agent platform that enables conversational commerce—helping brands sell, support, and re-engage customers through intelligent dialogue. The Customer Implementation Team ensures seamless onboarding and drives adoption of Gorgias's flagship products: Helpdesk and AI Agent.
As Customer Implementation Manager, you will own the entire onboarding lifecycle for your book of business (25–30 accounts), from sales handover through configuration, training, and activation. You'll be the primary post-sales contact, delivering white-glove service and expert guidance to drive rapid time-to-value and customer success.
Key responsibilities include:
- Conduct in-depth discovery and implementation sessions, tailoring solutions to customer needs and goals.
- Design and drive AI Agent adoption roadmaps, sequencing automation rollout to prove value and manage change.
- Manage integrations with customers' ecommerce tech stacks, troubleshooting proactively and exploring custom integration paths.
- Drive project timelines through clear milestone setting and workback schedules.
- Translate support metrics and AI outcomes into executive-ready narratives framed around revenue, efficiency, and risk—turning CEOs and CFOs into champions.
- Act as liaison between customers and internal teams, ensuring seamless communication and cross-functional accountability.
- Document configurations and learnings to improve future implementations and team best practices.
- Identify and mitigate roadblocks proactively; coach peers by sharing patterns and playbooks.
- Leverage AI tools (Claude, ChatGPT) to accelerate discovery, solution design, and documentation.
You'll work in a fast-growing SaaS environment where AI is central to product strategy and team operations. The role requires balancing consultative expertise with project management rigor, technical resourcefulness, and relationship-building acumen.
REQUIREMENTS:
- 3–5+ years in SaaS as an implementation manager or similar post-sales role, with demonstrated track record of independently delivering complex implementations. Ecommerce experience is a strong plus.
- 3–5+ years crafting and overseeing project timelines tailored to drive merchant activation, with strategic recommendations and actionable suggestions. Comfortable managing 25–30 accounts simultaneously with high autonomy.
- Exceptional communication, interpersonal, and executive presence. Ability to build compelling narratives that resonate at CEO/CFO level, translate complex data into clear business impact, overcome objections, and adapt messaging to any audience.
- Technical curiosity: understand how ecommerce platforms and integrations work; comfortable exploring, building, or troubleshooting integrations; default to resourcefulness over escalation. Familiarity with Shopify and common ecommerce tech stacks is a strong plus.
- AI & automation mindset: passionate about technology and AI in customer support; comfortable configuring AI Agent, discussing automation strategy, and learning new AI capabilities quickly. Proactively uses tools like Claude to improve efficiency.
- Adaptability and learning agility: thrives in evolving processes; demonstrates quick learning and ability to keep pace with product developments and process changes.
- Passion for building and maintaining relationships, with focus on driving engagement, adoption, and mitigating churn.
- Demonstrated passion for continuous learning and staying current on Gorgias product developments and ecommerce trends.
- Bilingual French is an asset but not required.
