Enterprise AI Solutions Manager

The role

You will serve as a strategic partner to a portfolio of ecommerce merchants. You will guide customers through product adoption, optimization, and long-term success by helping them implement AI-powered workflows and automate support operations.

What you will do

• Manage a portfolio of ~65 ecommerce customers
• Build relationships with key stakeholders and run regular check-ins and QBRs
• Understand customer goals, workflows, and operational challenges
• Develop account plans focused on adoption, efficiency, and long-term value
• Support renewal conversations for lower-risk or smaller expansions
• Drive adoption of Gorgias features including AI, automation, and integrations
• Analyze support workflows and recommend improvements
• Help customers implement automation and AI use cases
• Troubleshoot issues and partner with internal teams when needed
• Monitor account health including usage, engagement, and satisfaction

Required qualifications

• 5+ years in Customer Success, Account Management, or similar roles
• Experience managing multiple customers in a SaaS environment
• Strong communicator who can run structured conversations with customers
• Curious and proactive
• Comfortable balancing strategic conversations with hands-on execution
• Passionate about technology, automation, and the future of AI in customer support
• Motivated to continuously learn, improve, and contribute to a growing team environment

Nice to have

• Experience working with ecommerce brands or support operations

Benefits

• Access to premium AI tools (ChatGPT, Claude, Granola & others)
• Annual L&D budget

Before you apply

• Ensure that your CV/RESUME is provided in English

About the company

Gorgias is building a platform for Conversational Commerce using a unified AI agent. The company focuses on quality, experience, and re-engagement to turn brand interactions into relationships.