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Gorgias is building a unified AI agent platform for conversational commerce—enabling brands to sell, support, and re-engage customers through intelligent conversations. The company is at the forefront of reshaping ecommerce by making shopping feel natural, human, and connected.
As an Enterprise AI Solution Manager for Named Accounts, you will own a strategic portfolio of approximately 40 enterprise customers, including roughly 10 highly complex accounts. You'll serve as a senior partner across business, operations, and technical strategy, driving measurable value and long-term operational impact.
Key responsibilities include:
**Customer Partnership & Account Management:** Own a portfolio of ~40 enterprise customers with deep relationships to senior stakeholders and decision-makers. Lead quarterly business reviews (QBRs) and long-term account planning tied to business outcomes. Navigate complex customer environments with multiple stakeholders and competing priorities.
**Product Adoption & Optimization:** Drive advanced adoption of AI, automation, and integrations. Guide customers through complex implementations and custom workflows. Act as a strategic advisor on scaling support operations and help customers move toward more efficient, automated setups.
**Customer Health & Risk Management:** Own retention for high-value accounts. Identify risks early and drive recovery plans. Partner with Sales on expansion opportunities within existing accounts.
**Operational Excellence & AI Enablement:** Operate with high autonomy, managing your portfolio with clear prioritization and focus on impact. Use AI and internal tools to improve both customer workflows and your own efficiency. Identify patterns across accounts and contribute to improving team playbooks. Bring structure to ambiguous situations and create scalable solutions.
**Cross-Functional Collaboration:** Partner with Sales, Product, and Support teams to drive customer outcomes. Lead coordination across teams for complex accounts and escalations. Surface customer insights that shape product direction and strategy.
Gorgias emphasizes AI as a multiplier for creativity and empathy, not a replacement. All team members have access to premium AI tools and an annual L&D budget. The company fosters a culture of continuous learning through internal knowledge-sharing channels and AI champions.
**Requirements:**
- 5+ years in Customer Success, Implementation, Consulting, or similar role
- Experience managing complex enterprise customers
- Strong project management and problem-solving skills
- Comfortable operating both strategically and hands-on
- Ability to influence stakeholders and drive outcomes without direct authority
- Curious, structured, and highly ownership-driven mindset
- Experience with ecommerce 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
