AI Solutions Manager - Commercial

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 large portfolio of commercial ecommerce customers
• Maintain account pulse through proactive and reactive engagement
• Run regular check-ins and support higher-value customers
• Understand customer workflows, goals, and common blockers
• Support customers in improving how they use Gorgias
• Drive adoption of Gorgias features including automation, AI, and integrations
• Analyze support workflows and recommend improvements
• Help customers implement automation and AI workflows
• Troubleshoot product issues and support customers in resolving blockers
• Monitor account health signals and identify risk signals to prevent churn

Required qualifications

• 2+ years in Customer Success, Support, Account Management, or a customer-facing SaaS role
• Comfortable managing a high-volume portfolio of accounts
• Strong communicator who can guide customers through practical, solution-oriented conversations
• Support-oriented and hands-on
• Curious and detail-oriented
• Organized and able to prioritize effectively across many customers

Nice to have

• Experience with ecommerce, support operations, or automation tools
• Interest in AI and how it improves customer support

Benefits

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

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.