Gorgias

Growth Marketing

• Own the full customer lifecycle strategy across email, in-app, and other engagement channels
• Design and launch signal-based, triggered campaigns
• Build and own a dedicated retention and churn-prevention strategy
• Partner closely with Product, CS and Education/Enablement teams
• Work hand-in-hand with Marketing Operations to build technical infrastructure
• Bring a strategic, product-marketing mindset to every decision

Lifecycle Growth Manager

Full-stack Engineer

• Architect and evolve our AI agent platform, ensuring scalability, resilience, and high availability.
• Design and implement monitoring & observability strategies, using tools like Datadog, or Grafana to track performance and detect issues proactively.
• Collaborate across teams to integrate AI-driven features into our customer support ecosystem.
• Optimize system performance, resources usage, ensure fast processing, building cost-effective solutions.
• Contribute to strategic decision-making on system design, best practices, and long-term scalability.
• Mentor junior engineers and help shape the engineering culture at Gorgias.

FullStack Engineer

Customer Success Manager

• 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 Gorgias features including AI, automation, and integrations
• Analyze support workflows and recommend improvements
• Help customers implement automation and AI use cases
• Troubleshoot issues and partner with internal teams when needed
• Monitor account health (usage, engagement, satisfaction)
• Identify risks early and take action to prevent churn
• Maintain accurate customer data and engagement tracking in internal systems
• Manage your book of business independently while prioritizing high-impact activities
• Leverage AI tools to improve efficiency across customer workflows and internal processes
• Experiment with new approaches and share insights that improve team processes and playbooks
• Partner with Sales, Product, and Support teams to drive customer outcomes
• Surface customer insights that inform product improvements and roadmap priorities
• Ensure internal teams have clear context when escalating customer needs

Senior Customer Success Manager – Enterprise

SEO Marketing

• Turning content into a scalable, structured system instead of one-off assets
• Ensuring content is indexable, retrievable, and quotable by AI systems
• Full ownership of our AirOps + Profound stack (AEO measurement, prompt sets, page-AEO scoring)
• Bridging collaboration between Demand Gen and GTM
• Track and optimize against our 500-prompt AEO measurement set (Profound + AirOps)
• Drive primary KPIs: mention rate, Share of Voice, citation rate, first-mention rate, prompt sentiment
• Maintain Gorgias's ecommerce moat vs. Zendesk; close gaps on generic support topics
• Structure content for featured snippets, knowledge panels, and AI summaries
• Optimize for AI-powered search experiences across ChatGPT, Claude, Google SGE, and Perplexity
• Develop entity-based SEO and semantic search strategies
• Implement and refine structured data (FAQ, HowTo, Product, etc.)
• Own and execute on-page, off-page, and technical SEO strategies
• Implement LLM-ready schema markup beyond FAQ/HowTo (Article, Speakable, Dataset, ClaimReview, etc.)
• Operate programmatic SEO at scale across comparison and integration pages
• Build internal linking automation and optimize site architecture
• Partner with engineering on Core Web Vitals, indexing, and technical improvements
• Monitor rankings, traffic, and conversions using GSC, GA4, Ahrefs, or SEMrush
• Partner with content and product marketing to build high-performing, intent-driven content
• Build topic clusters and authority around key themes
• Optimize existing content for both ranking and AI answer inclusion
• Define guidelines for AI-friendly, citation-worthy content
• Run experiments on content formats, schema, and AI visibility tactics
• Report on the full KPI framework and surface actionable insights
• Operate against existing metrics: AEO pipeline, mention rate, Share of Voice, prompt sentiment, citation rate, page-AEO score, and $ pipeline

SEO, AEO Strategist

Chief of Staff

• Design, structure, and launch new programs across the CX org
• Drive Gorgias's AI-native agenda within CX
• Support CX function leaders as an execution partner
• Build and maintain the CX org's internal AI skills and automation library
• Work with the COO to own the operating rhythm of the CX org
• Handle the operational admin work that keeps the CX org running day-to-day
• Partner on cross-functional operational initiatives
• Craft exec-ready materials
• Take on special projects that cut across functions

Chief of Staff, CX Ops

Implementation Specialist

• Conduct in-depth implementation and optimization sessions for new and cross sold customers, tailoring the experience to drive adoption and usage of our Helpdesk and AI Agent products.
• Build on behalf of the customer, utilizing a consultative approach to customize solutions that align with their specific needs and goals.
• Drive the activation ratio and reduce time to activation through a white-glove experience, providing guidance and onboarding for Helpdesk and AI Agent products.
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value-driven adoption to achieve key business results.
• Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.
• Analyze and interpret e-commerce customer data, providing valuable insights to optimize support strategies using the AI Agent product.
• Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.
• Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.

Lifecycle Growth Manager

FullStack Engineer

Senior Customer Success Manager – Enterprise

SEO, AEO Strategist

Chief of Staff, CX Ops

Customer Implementation Manager