Manager Implementation

Manager Implementation We believe conversations will become the #1 way to shop. At Gorgias, we’re building the platform that makes this real: a unified AI agent that sells, supports, and re-engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we’re leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we’re making shopping feel more natural, human, and connected than ever before. To win, we focus relentlessly on: - Quality: conversations that feel authentic and on-brand. - Experience: effortless shopping from chat to checkout. - Re-engagement: personal, 1-1 dialogue instead of noisy marketing. The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood. Join us to make Conversational Commerce real. ABOUT THE TEAM The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products. Our primary objective is to elevate the onboarding experience by delivering a white-glove service and expert guidance to our customers. This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic implementation approach that extends beyond mere activation. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and AI Agent. Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. As AI becomes central to how merchants support their customers, we're at the forefront of helping businesses unlock automation, configure AI Agent, and drive measurable outcomes from day one. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions. ABOUT THE ROLE As Manager, Implementation, you lead one team of Implementation Managers and own the quality, speed, and outcomes of your team's book of implementation projects. You translate department strategy into clear team OKRs, coach IMs through complex launches, and drive cross-functional projects that improve how the whole CX org onboards customers. WHAT YOU’LL DO - Lead and develop a team of Implementation Managers through regular 1:1s, coaching, and clear performance expectations - Set your team's OKRs and translate CX department strategy into actionable, measurable plans - Serve as the primary escalation point for complex onboarding challenges and at-risk customers - Lead implementation-related projects that have department-wide impact (e.g. tooling rollouts, process redesigns, new product onboarding playbooks) - Partner with Sales, Product, and CX peers to improve handoffs, readiness, and the overall customer experience - Own implementation velocity, enablement, and adoption metrics — and use data to continuously improve outcomes - Hire and onboard top-performing IMs, supporting their growth through the career ladder - Embed AI tools into your team's workflows as an AI Integration Champion, helping IMs work smarter and make better decisions. WHO YOU ARE - 5+ years in SaaS Customer Success, implementation, or professional services — e-commerce experience a plus - Proven people manager with experience driving performance against defined KPIs - Deep implementation fluency - you've done this work yourself and can step into a difficult onboarding to coach or course-correct in real time. - Strong project management instincts — you can hold multiple workstreams without losing the detail - Data-driven: comfortable with metrics, dashboards, ... (truncated, view full listing at source)