Customer Implementation Manager, Commercial

Job description

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 The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products. Our primary objective is to elevate the onboarding experience by delivering a white-glove service and expert guidance to our customers. This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic implementation approach that extends beyond mere activation. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and AI Agent. Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. As AI becomes central to how merchants support their customers, we're at the forefront of helping businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions. ABOUT THE ROLE As the Customer Implementation Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage. You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and AI Agent. The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding. WHAT YOU'LL DO - Conduct in-depth discovery and implementation sessions for your book of business, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products. - Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals. - Design and drive AI Agent adoption roadmaps for each customer, sequencing automation rollout to support change management and prove value at each stage. - Drive the activation ratio and reduce time to value through a white-glove experience, providing expert guidance on both Helpdesk and AI Agent configuration. - Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and communicating the business impact of AI adoption in clear, compelling terms. - Act as the primary liaison between customers and internal teams, ensuring seamless communication and cross-functional accountability throughout the onboarding process. - Manage integrations with the customer's ecommerce tech stack; explore feasibility of custom integration paths and troubleshoot proactively using available technical resources and AI tools. - Drive project timelines through clear milestone setting and workback schedules, ensuring effective project management throughout the implementation. - Analyze and interpret e-commerce customer data to build compelling, executive-ready narratives - translating support metrics and AI Agent outcomes into business impact framed around revenue, efficiency, and risk, so that CEOs and CFOs become champions, not blockers. - Document customer interactions, configurations, and learnings meticulously - contributing insights that improve future implementations and team best practices. - Proactively identify and mitigate roadblocks to decrease time to value, and coach L1/L2 peers by sharing patterns, playbooks, and implementation learnings. - Leverage AI tools to accelerate discovery synthesis, solution design, and documentation. WHO YOU ARE - Experience: 3–5+ years in SaaS as an implementation manager or similar post-sales role, driving adoption and activation with a demonstrated track record of independently delivering complex implementations. Ecommerce experience is a strong plus. - Consultancy and Project Management: 3–5+ years crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions. Comfortable managing 25-30 accounts simultaneously with a high degree of autonomy. - Communication Skills: Exceptional communication, interpersonal, and executive presence. You build compelling narratives that resonate at the CEO and CFO level - translating complex data and AI outcomes into clear business impact, overcoming objections before they become roadblocks, and turning skeptics into champions. You adapt your message and materials to any audience. - Technical Curiosity: You understand how ecommerce platforms and integrations work, you're comfortable exploring how to build or troubleshoot integrations, and you default to resourcefulness over escalation. Familiarity with Shopify and common ecommerce tech stacks is a strong plus. - AI & Automation Mindset: Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI Agent, discussing automation strategy with merchants, and learning new AI capabilities quickly. Proactively uses tools like Claude to improve your own efficiency. - Adaptability and Learning Agility: Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes. - Relationship Building: Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption, and mitigating churn. - Passion for Learning: Demonstrated passion for continuous learning and personal growth. You stay current on Gorgias product developments and ecommerce trends, and you actively contribute to team knowledge. PERKS & BENEFITS 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws) 🤕 Paid sick leave 🧸 Paid parental leave (16 weeks) 💻 MacBook Air 🏥 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. This also covers individual coaching!) 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats! 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 https://www.gorgias.com/legal/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.