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Gorgias is building a unified AI agent platform for conversational commerce—enabling ecommerce brands to sell, support, and re-engage customers through intelligent conversations. The company is at the forefront of reshaping how people shop online.
As an Enterprise AI Solution Manager, you will be a strategic partner to a portfolio of approximately 70–80 ecommerce customers. Your core responsibilities span four areas:
**Customer Partnership & Account Management:** Manage your assigned customer portfolio, build relationships with key stakeholders, and conduct regular check-ins and quarterly business reviews (QBRs). You will understand each customer's goals, workflows, and operational challenges, then develop account plans focused on adoption, efficiency, and long-term value. You will also support renewal conversations for lower-risk or smaller expansion opportunities.
**Product Adoption & Optimization:** Drive adoption of Gorgias features—including AI, automation, and integrations—by analyzing customer support workflows and recommending improvements. You will help customers implement automation and AI use cases, troubleshoot issues, and partner with internal teams when escalation is needed.
**Customer Health & Risk Management:** Monitor account health through usage, engagement, and satisfaction metrics. Identify risks early and take proactive action to prevent churn.
**Operational Excellence & AI Enablement:** Maintain accurate customer data and engagement tracking in internal systems. Manage your book of business independently while prioritizing high-impact activities. Leverage AI tools to improve efficiency across customer workflows and internal processes. Experiment with new approaches and share insights that improve team processes and playbooks.
You will also collaborate cross-functionally with Sales, Product, and Support teams, surfacing customer insights that inform product improvements and roadmap priorities.
Gorgias emphasizes AI as a multiplier for creativity and empathy. All team members have access to premium AI tools (ChatGPT, Claude, Granola, and others) and an annual learning and development budget to explore new tools and workflows.
**Requirements:**
- 5+ years in Customer Success, Account Management, or similar roles
- Experience managing multiple customers in a SaaS environment
- Strong communication skills; ability to run structured conversations with customers
- Curious and proactive mindset; comfort getting into operational details
- Ability to balance strategic conversations with hands-on execution
- Experience working with ecommerce brands or support operations (strong plus)
- Passion for technology, automation, and AI in customer support
- Motivated to continuously learn, improve, and contribute to a growing team
