Enterprise Ai Solution Manager

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 e‑commerce, 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 e‑commerce, 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 e‑commerce 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 e‑commerce brands to optimize their support operations, implement AI‑powered workflows, and unlock scalable growth.As an
Enterprise AI Solutions Manager, you will serve as a strategic partner to a portfolio of e‑commerce merchants. You will guide customers through product adoption, optimization, and long‑term success by helping them implement AI‑powered workflows, automate support operations, and align Gorgias with their business goals.You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform.What You’ll Do
As an
Enterprise AI Solutions Manager, you will:Customer Partnership & Account Management
Manage a portfolio of ~65 e‑commerce customersBuild relationships with key stakeholders and run regular check‑ins and QBRsUnderstand customer goals, workflows, and operational challengesDevelop account plans focused on adoption, efficiency, and long‑term valueSupport renewal conversations for lower‑risk or smaller expansionsProduct Adoption & Optimization
Drive adoption of Gorgias features including AI, automation, and integrationsAnalyze support workflows and recommend improvementsHelp customers implement automation and AI use casesTroubleshoot issues and partner with internal teams when neededCustomer Health & Risk Management
Monitor account health (usage, engagement, satisfaction)Identify risks early and take action to prevent churnSupport renewals for lower‑risk or smaller expansion casesOperational Excellence & AI Enablement
Maintain accurate customer data and engagement tracking in internal systemsManage your book of business independently while prioritizing high‑impact activitiesLeverage AI tools to improve efficiency across customer workflows and internal processesExperiment with new approaches and share insights that improve team processes and playbooksCross‑Functional Collaboration
Partner with Sales, Product, and Support teams to drive customer outcomesSurface customer insights that inform product improvements and roadmap prioritiesEnsure internal teams have clear context when escalating customer needsWho You Are
5+ years in Customer Success, Account Management, or similar rolesExperience managing multiple customers in a SaaS environmentStrong communicator who can run structured conversations with customersCurious and proactive - you like getting into the details of how things workComfortable balancing strategic conversations with hands‑on executionExperience working with e‑commerce brands or support operations is a strong plusPassionate about technology, automation, and the future of AI in customer supportMotivated to continuously learn, improve, and contribute to a growing team environmentAI at GorgiasAt 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.Diversity & Inclusion at GorgiasWe’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.
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