Enterprise AI Solutions Lead – Ecommerce

Gorgias; San Francisco (CA); On-site; USD 120,000 - 180,000; Full time

Job summary

Gorgias is hiring an AI Solutions Manager, Enterprise to partner with a portfolio of ecommerce merchants and guide product adoption, automation maturity, and long-term success. You’ll drive AI-powered workflows, optimize support operations, and align Gorgias with customers’ business goals.

You will collaborate with Sales, Product, and Support teams to deliver customer outcomes, monitor health, and support renewals for growth opportunities.

Qualifications

• 3+ 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 ecommerce brands or support operations is a strong plus.
• Passionate about technology, automation, and the future of AI in customer support.

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 AI features, automation, and integrations.
• Analyze workflows and recommend improvements.
• Troubleshoot issues and partner with internal teams when needed.
• Monitor account health, identify risks early, and take action to prevent churn.

Skills

Account Management

Customer Success

SaaS

Cross-functional

Communication

AI Enablement

Ecommerce

Job description

Gorgias is hiring an AI Solutions Manager, Enterprise to partner with a portfolio of ecommerce merchants and guide product adoption, automation maturity, and long-term success. You’ll drive AI-powered workflows, optimize support operations, and align Gorgias with customers’ business goals.

You will collaborate with Sales, Product, and Support teams to deliver customer outcomes, monitor health, and support renewals for growth opportunities.