Enterprise Account Manager

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 Account Management team is part of the Sales Team at Gorgias. The focus of our team is driving growth in Annual Recurring Revenue (ARR) through renewals, cross-selling and upselling to our existing customer base. In this critical and highly cross-functional role, you will be joining a team of 5 Account Managers that support our largest customers and your skills will be instrumental in driving revenue. ABOUT THE ROLE The Enterprise Account Executive, Expansions (AM) will manage a portfolio of approximately 120 accounts in our enterprise segment. Working closely with your Customer Success Managers (CSMs), you will be responsible for driving growth, retention, and influence across a portfolio of our largest global customers; organizations that shape the industries we serve. The scope is broad, the expectations are high, and the impact is direct: your ability to understand complex business environments and deliver tailored solutions will define our success in these regions. WHAT YOU’LL DO - Drive Account Growth: Identify and execute on upsell and cross-sell opportunities, strategically expanding accounts while meeting revenue targets. - Develop Strategic Account Plans: Collaborate with the CSM to create tailored plans for each account, leveraging insights to maximize customer value and align with their business objectives. - Engage with Key Stakeholders: Build and nurture relationships with executive-level stakeholders, ensuring alignment on goals and fostering advocacy. - Collaborate with Cross-Functional Teams: Partner with CS, Product and Legal to deliver seamless customer experiences and address complex challenges effectively. - Leverage CRM for Insights: Accurately document account activities, opportunities, and risks in the CRM to inform data-driven strategies. - Travel to Strengthen Relationships: Conduct in-person meetings with clients (up to 3-4 weeks per year) to deepen relationships and gain insights into their evolving needs. WHO YOU ARE - Experienced Account Manager/Account Executive: 3-4 years managing and selling into Enterprise SaaS accounts ($30M+ in GMV), with a proven track record of driving growth through expansion across portfolios exceeding $3M ARR. - Bilingual: Fluent in both French and English. - Relationship Builder: Skilled at engaging and influencing C-level executives, fostering trust and long-term partnerships. - Data-Driven: Experienced in reviewing and interpreting data trends, using insights to identify opportunities, mitigate risks, and present actionable solutions to clients. - Strategic Problem Solver: Able to diagnose customer pain points and develop tailored solutions that drive meaningful outcomes. - Excellent Communicator: Strong verbal and written communication skills, capable of translating technical concepts into business value. - Results-Oriented: Focused on achieving and surpassing growth and retention goals. - Highly Organized: Adept at managing multiple accounts and priorities in a fast-paced, dynamic environment. - Technically Savvy: Proficient with CRM and reporting tools, with a strong aptitude for learning and leveraging new technologies. - Adaptable and Resilient: Thrives in a startup-like setting, navigating challenges with tact and composure. 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.