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

What the job involves

- 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

- 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

- 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

- Own retention for high-value accounts

- Identify risks early and drive recovery plans

- Partner with Sales on expansion opportunities

- Operate with a high level of autonomy, managing your portfolio with explicit 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

- 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

📌 Enterprise AI Solutions Manager (Toronto)
🏢 Gorgias
📍 Toronto