Enterprise AI Solution Manager

Role overview

Customer partnership and account management

• Manage approximately 70–80 ecommerce customers.
• Build stakeholder relationships and run regular check-ins and quarterly business reviews.
• Understand customer goals, workflows, and operational challenges; develop account plans focused on adoption, efficiency, and long-term value.
• Support renewal conversations for lower-risk customers or smaller expansions.

Product adoption and customer health

• Drive adoption of Gorgias AI, automation, and integrations.
• Analyze support workflows, recommend improvements, and help customers implement AI-powered use cases.
• Troubleshoot issues and partner with internal teams when needed.
• Monitor account usage, engagement, and satisfaction; identify risks early and act to prevent churn.

Operations and collaboration

• Maintain accurate customer data and engagement tracking in internal systems.
• Independently manage the customer portfolio and prioritize high-impact work.
• Use AI tools to improve customer workflows and internal processes; experiment and share insights to improve team playbooks.
• Partner with Sales, Product, and Support to deliver customer outcomes and surface product feedback and roadmap priorities.
• Provide internal teams clear context when escalating customer needs.

Requirements

• 5+ years in Customer Success, Account Management, or similar roles.
• Experience managing multiple customers in a SaaS environment.
• Strong communication and ability to run structured conversations with customers.
• Curiosity and proactivity, with an interest in understanding how things work.
• Ability to balance strategic conversations with hands-on execution.
• Experience with ecommerce brands or support operations is a strong plus.
• Interest in technology, automation, and AI in customer support; motivated to learn and contribute to a growing team.

Compensation

• Compensation range: CA$110,514–CA$122,147.

Application note

• Provide a CV or resume in English for review.