AI Solution Manager - Commercial

About the role

Gorgias is looking for a Commercial Customer Success Manager to help ecommerce merchants adopt and optimise its AI‑powered platform. You will act as a strategic partner, guiding customers through product adoption, automation, and AI workflow implementation to drive long‑term success.

Key responsibilities

• Manage a large portfolio of high‑volume commercial ecommerce customers, maintaining regular check‑ins and proactive engagement.
• Drive adoption of Gorgias features such as automation, AI, and integrations, analysing support workflows and recommending improvements.
• Help customers implement automation and AI workflows, troubleshoot product issues, and provide hands‑on assistance with setups and optimisations.
• Monitor account health signals, identify risk factors, and take action to prevent churn while supporting renewal conversations.
• Maintain accurate customer data, prioritise accounts based on impact and risk, and use AI tools to improve day‑to‑day efficiency.
• Collaborate with Sales, Product, and Support teams to resolve issues, share insights, and contribute to process improvements.

Required profile

• 2+ years of experience in Customer Success, Support, Account Management or a similar SaaS‑focused role.
• Comfortable managing a high‑volume portfolio of accounts and delivering solution‑oriented conversations.
• Strong communicator, detail‑oriented, and able to prioritise across many customers.
• Hands‑on attitude with a passion for helping customers solve real problems.
• Experience with ecommerce, support operations or automation tools is a strong plus.
• Interest in AI and its application to customer support.