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.

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. 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.

The Enterprise Customer Implementation

Team at Gorgias works with our highest GMV merchants. Each implementation is truly custom based on the merchant’s business processes, procedures, and workflows. The team is successful when launches occur on time and merchants are promoters of Gorgias at the end of their implementation - excited to continue their customer journey with us.

Specifically, the team is responsible for both Helpdesk and AI Agent adoption and custom implementations. As AI becomes central to how merchants support their customers, we’re at the forefront of helping our largest, most complex businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. As an Enterprise Implementation Manager you work with every merchant in your book of business from pre-sales discovery calls through launch, making sure every item identified in the launch plan is released and the merchant is satisfied. understanding early what the merchant needs before they become a customer migrating the merchant’s data to Gorgias project managing custom builds and integrations to completion working cross-functionally with the technical solutions team Drive each of your merchants to a successful launch, supporting them from the sales journey through post-launch Build an organized work-back schedule and timeline covering all key items needed to bring the merchant live,



building trust and gaining buy-in early Project manage cross-functional partners and workstreams to ensure successful go-live dates, such as custom builds (e.g., Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.

Truly understand each of your merchants and their business needs by doing deep discovery in working sessions, mapping out business processes, and designing creative solutions tailored to their business Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results Document customer interactions and feedback meticulously, leveraging this data to continuously improve the product and overall customer experience Conduct in-depth AI Agent implementation and optimization sessions, tailoring the configuration to drive automation rate and measurable business outcomes for each enterprise merchant QA AI Agent responses and iterate on prompts and guidance to tune performance over time Analyze and interpret each merchant’s e-commerce and support data to shape their automation strategy and continuously optimize AI Agent performance post-launch Act as the primary liaison between the customer and internal teams, ensuring seamless communication and support throughout onboarding Experience: 3+ years with Implementations or similar experience within SaaS, with at least 3 years’ experience working directly with Enterprise clients, understanding enterprise merchants and the level of service needed. Have experience driving discovery in the sales cycle, doing technical implementations, and ensuring successful launches through project plans and organization.

Strategic Project Management:



3+ years of experience crafting and overseeing complex, multi-workstream project timelines tailored to enhance activation among enterprise merchants.

Technical Experience: Have hacked solutions yourself or see a path to success with cross-functional engineering support. Comfortable configuring AI Agents and familiar with data migrations, APIs, integrations, and custom builds. Proficient in concurrently managing up to 20 accounts and projects. Adept at tailoring support to meet the diverse needs of both small and large merchants.

Relationship Building: Passionate about building and maintaining relationships, with a focus on mitigating churn and driving engagement and product adoption. Demonstrated passion for continuous learning and personal growth. Passionate about technology, automation, and the future of AI in customer support. 5-week vacation (We follow each country's appropriate PTO Laws) Paid parental leave (16 weeks) Health insurance with Sunlife and RRSP matching with Wealthsimple ‍♀️ Get up to $900 CAD to set up your workstation at home (working from home should feel breezy) Get up to $2600 CAD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope.

Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Our teams use it every day to research, write, analyze, code, and craft better customer experiences. Our #powerup Slack channel is a digital petri dish of current 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. 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

📌 Enterprise Customer Implementation Manager (Toronto)
🏢 Gorgias
📍 Toronto