Enterprise AI Solution Manager

Gorgias; Toronto; On-site; CAD 110,000 - 140,000; Full time

Benefits offered by this job

AI tools budget

L&D budget

Job summary

Gorgias is looking for an Enterprise AI Solutions Manager to lead strategic success with a portfolio of ecommerce brands. You will drive AI-powered workflows, automate support operations, and align Gorgias with customer business goals.

You’ll partner with Sales, Product, and Support to maximize value, grow adoption, and sustain long-term relationships. This role emphasizes data-driven insight, proactive risk management, and scalable processes.

Qualifications

• 5+ years in Customer Success, Account Management, or similar roles.
• Experience managing multiple customers in a SaaS environment.
• Strong communicator who can run structured conversations with customers.
• Curious and proactive – you like getting into the details of how things work.

Responsibilities

• Manage a portfolio of ~65 ecommerce customers.
• Build relationships with key stakeholders and run regular check-ins and QBRs.
• Understand customer goals, workflows, and operational challenges.
• Develop account plans focused on adoption, efficiency, and long-term value.
• Support renewal conversations for lower-risk or smaller expansions.
• Drive adoption of AI, automation, and integrations.
• Monitor account health and identify risks early to prevent churn.
• Collaborate with Sales, Product, and Support teams to drive outcomes.

Skills

Customer Success

Account Management

SaaS

Communication

Relationship Building

Tools

CRM

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 e‑commerce, 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 e‑commerce, where every brand has its own intelligent agent and every customer feels understood.

Join us to make Conversational Commerce real.

About the Team

At Gorgias, we are revolutionizing customer service for e‑commerce 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 e‑commerce brands to optimize their support operations, implement AI‑powered workflows, and unlock scalable growth.

As an Enterprise AI Solutions Manager, you will serve as a strategic partner to a portfolio of e‑commerce merchants. You will guide customers through product adoption, optimization, and long‑term success by helping them implement AI‑powered workflows, automate support operations, and align Gorgias with their business goals.

You will work closely with customers to uncover opportunities, deepen relationships across stakeholders, and ensure merchants are maximizing the value of the platform.

What You’ll Do

As an Enterprise AI Solutions Manager, you will:

Customer Partnership & Account Management

• Manage a portfolio of ~65 e‑commerce customers
• Build relationships with key stakeholders and run regular check‑ins and QBRs
• Understand customer goals, workflows, and operational challenges
• Develop account plans focused on adoption, efficiency, and long‑term value
• Support renewal conversations for lower‑risk or smaller expansions

Product Adoption & Optimization

• Drive adoption of Gorgias features including AI, automation, and integrations
• Analyze support workflows and recommend improvements
• Help customers implement automation and AI use cases
• Troubleshoot issues and partner with internal teams when needed

Customer Health & Risk Management

• Monitor account health (usage, engagement, satisfaction)
• Identify risks early and take action to prevent churn
• Support renewals for lower‑risk or smaller expansion cases

Operational Excellence & AI Enablement

• Maintain accurate customer data and engagement tracking in internal systems
• Manage your book of business independently while prioritizing high‑impact activities
• Leverage AI tools to improve efficiency across customer workflows and internal processes
• Experiment with new approaches and share insights that improve team processes and playbooks

Cross‑Functional Collaboration

• Partner with Sales, Product, and Support teams to drive customer outcomes
• Surface customer insights that inform product improvements and roadmap priorities
• Ensure internal teams have clear context when escalating customer needs

Who You Are

• 5+ years in Customer Success, Account Management, or similar roles
• Experience managing multiple customers in a SaaS environment
• Strong communicator who can run structured conversations with customers
• Curious and proactive - you like getting into the details of how things work
• Comfortable balancing strategic conversations with hands‑on execution
• Experience working with e‑commerce brands 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

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.

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.