We believe conversations will become the #1 way to shop.
At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift.
Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before.
To win, we focus relentlessly on:
Quality: conversations that feel authentic and on-brand.
Experience: effortless shopping from chat to checkout.
Re-engagement: personal, 1-1 dialogue instead of noisy marketing.
The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.
Join us to make Conversational Commerce real.
About the Team
At Gorgias, we are revolutionizing customer service for ecommerce businesses. Our Customer Success team ensures clients realize measurable value from our platform by driving product adoption, automation maturity, and long-term operational impact.
We partner with leading ecommerce brands to optimize their support operations, implement AI-powered workflows, and unlock scalable growth.
As an Enterprise AI Solution Manager (Named Accounts), you’ll own a portfolio of our most strategic and complex customers. You’ll manage ~40 accounts, including a subset of highly complex ones, and act as a senior partner across business, operations, and technical strategy.
What You’ll Do
As an Enterprise Customer Success Manager, you will:
Customer Partnership & Account Management
Own a portfolio of ~40 enterprise customers, including ~10 high-complexity accounts
Build relationships with senior stakeholders and decision-makers
Lead QBRs and long-term account planning tied to business outcomes
Navigate complex customer environments with multiple stakeholders
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
Help customers move toward more efficient and 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
Operational Excellence & AI Enablement
Operate with a high level of 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 and best practices
Bring structure to ambiguous situations and create scalable solutions for complex customer needs
Cross-Functional Collaboration
Partner with Sales, Product, and Support teams to drive customer outcomes
Lead coordination across teams for complex accounts and escalations
Surface insights that shape product direction and strategy
Who You Are
5+ years in Customer Success, Implementation, Consulting, or similar
Experience managing complex enterprise customers
Strong project management and problem-solving skills
Comfortable operating both strategically and hands-on
Able to influence stakeholders and drive outcomes without authority
Curious, structured, and highly ownership-driven
Experience with ecommerce or support operations is a strong plus
Passionate about technology, automation, and the future of AI in customer support
Motivated to continuously learn, improve, and contribute to a growing team environment
AI at Gorgias
At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.
The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company-wide standups, now practically AI demo sessions.
We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.
AI use in Recruiting at Gorgias
By submitting your application, you agree that Gorgias may collect and process your personal data for recruiting, workforce planning, and related purposes. For more information about how we process your data and your rights, please refer to our Applicant Privacy Policy.
Diversity & Inclusion at Gorgias
We’re committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision-making.
If you need accommodations during the application or interview process, please contact us at accommodation@gorgias.com.
