Customer Implementation Manager, Buenos Aires

Gorgias; Buenos Aires; On-site; ARS 900,000 - 1,500,000; Full time

Job summary

Gorgias is seeking a Customer Implementation Manager to own the end‑to‑end onboarding journey for our merchant book. You will guide implementation, training, and activation of Helpdesk and AI Agent products, using a consultative style to tailor solutions and drive adoption.

You will collaborate with customers and internal teams, ensuring a white‑glove onboarding experience that accelerates time to value and demonstrates measurable outcomes from day one.

Qualifications

• The role requires 2–3+ years in SaaS implementation, post‑sales adoption, and activation.
• Experience crafting and overseeing project timelines for merchants is essential.
• Excellent communication, interpersonal, and follow‑up skills are expected.
• You are comfortable with autonomous work and managing multiple accounts.

Responsibilities

• Lead end‑to‑end onboarding for a book of business from sales handover to activation.
• Conduct implementation and optimization sessions for Helpdesk and AI Agent products.
• Tailor solutions using a consultative approach to meet merchant goals.
• Drive activation ratio and reduce time to activation with a white‑glove experience.
• Establish trust by sharing best practices and driving value‑driven adoption.
• Coordinate between customers and internal teams to ensure smooth onboarding.
• Document interactions and feedback for continuous improvement.
• Analyze ecommerce data to provide insights for support strategies.

Skills

SaaS implementation

Post‑sales activation

Project management

Communication

Account management

Onboarding & training

Autonomy

AI & automation mindset

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 implementation and optimization sessions for new and cross‑sold customers, 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.
• Drive the activation ratio and reduce time to activation through a white‑glove experience, providing guidance and onboarding for Helpdesk and AI Agent products.
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value‑driven adoption to achieve key business results.
• Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.
• Analyze and interpret e‑commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product.
• Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.
• Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.

Who You Are

• Experience: 2‑3+ years in SaaS as an implementation manager driving post‑sales adoption and activation, demonstrating a successful track record. E‑commerce experience is a plus!
• Consultancy and Project Management: 2‑3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.
• Communication Skills: Excellent communication, interpersonal, follow‑up, and attention to detail skills.
• Proactive Work Approach: Proficient in concurrently managing up to 30 accounts at a given time, adept at tailoring support to meet the diverse needs of both small and large merchants. You are a self‑starter; you will be provided with a lot of autonomy in this role.
• 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.
• AI & Automation Mindset: Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI tools, discussing automation strategy with merchants, and learning new AI capabilities quickly.

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 [e-mail].