Senior Enterprise AI Solutions Leader for Ecommerce

Gorgias; Paris; On-site; EUR 90,000 - 150,000; Full time

Job summary

Gorgias is seeking an Enterprise AI Solutions Manager to be a strategic partner for a portfolio of ecommerce merchants, guiding product adoption, AI workflows, and long-term value realization. You will collaborate with Sales, Product, and Support to drive outcomes and ensure high-impact customer success.

You will manage customer relationships, optimize support operations, and leverage AI tools to improve efficiency, while maintaining accurate data and driving renewals.

Qualifications

• 5+ years in Customer Success, Account Management, or similar roles.
• Good level of French.
• 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 ~70-80 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 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.
• Monitor account health (usage, engagement, satisfaction).
• Identify risks early and take action to prevent churn.
• Support renewals for lower-risk or smaller expansion cases.
• 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.
• 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.

Skills

Customer Success

Account Management

SaaS experience

French language

Communication skills

Curiosity

Proactiveness

Job description

Gorgias is seeking an Enterprise AI Solutions Manager to be a strategic partner for a portfolio of ecommerce merchants, guiding product adoption, AI workflows, and long-term value realization. You will collaborate with Sales, Product, and Support to drive outcomes and ensure high-impact customer success.

You will manage customer relationships, optimize support operations, and leverage AI tools to improve efficiency, while maintaining accurate data and driving renewals.