• Drive Customer Success with Gorgias
• Our goal is to drive long-term expansion by developing tailored plans based on each merchant's needs while reducing overall contraction and churn
• You will work closely with cross-functional partners to develop and roll out initiatives impacting the Implementation Team
• As a Senior Manager, you will have 2-4 direct reports, each managing 6-8 implementation managers
• Your primary responsibility will be to create a world-class experience focused on our enterprise merchants ensuring pre-sales, post-sales and 1 year out our top merchants are happy and thriving
• You will be responsible for developing and enhancing our current implementation offering by creating scalable playbooks resulting in best-in-class outcomes for our merchants driving adoption within the first few months at Gorgias
• Take the playbooks developed internally and scale them out to our trusted partners ensuring quality and metrics are met
• Put together the strategy and roll out a tiered pricing structure per service offered, partnering with sales on execution
• Own the implementation customer journey and ensure it's optimal and customer-first including streamlined hand-offs between teams and structured processes
• Set and drive the roadmap for the team - be the visionary and think +6mo ahead
• Report on both how metrics are tracked and why they are ahead or behind week over week working with the data insights team to build the right reporting
• Create an operational working model that systematically highlights all risks [churn contraction], and opportunities [expansion] - proactively approach these levers with your leaders
• Systematize how Implementation Managers and Technical Solution Engineers manage their book of business, creating a world-class standard
• Launch and maintain quality standards across all implementation verticals to ensure call adherence, playbooks, and pre-post work are consistently carried out
• Provide product insights to cross-functional partners through streamlined qualitative and quantitative methods regularly
• Create a world-class team by building out different career paths based on your implementation vision and growing the team to over 20+ in the next year, investing in leadership and driving expectations and accountability
• Work with cross-functional partners to develop and roll out initiatives impacting the Implementation Team
• Be the voice of our top-tier customers, articulating their pain points and what they love

• To succeed in this role, you must have 5+ years of experience in a leadership role building and scaling high-performing customer-facing teams ideally in the AI, enterprise, and B2B space
• A strategy background is strongly encouraged
• Drive Customer Success with Gorgias

At Gorgias, we offer a comprehensive benefits package including 5-week vacation, paid sick leave, paid parental leave (12 weeks), latest MacBook Pro, personal credit card to buy lunches, private health insurance, retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income, get up to $700 to set up your workstation at home (working from home should feel breezy), get up to $2000 of learning material (includes books, courses, training sessions that can be easily identified and linked with your job scope) At Gorgias, we offer a comprehensive benefits package including 5-week vacation, paid sick leave, paid parental leave (12 weeks), latest MacBook Pro, personal credit card to buy lunches, private health insurance, retirement: Gorgias contributes to your 401k 100% of the first 3% of deferred W-2 income, 50% of the next 2% of deferred W-2 income, get up to $700 to set up your workstation at home (working from home should feel breezy), get up to $2000 of learning material (includes books, courses, training sessions that can be easily identified and linked with your job scope)