Gorgias

Manager

• Manage a portfolio of 35-50 accounts focusing on growth and retention
• Collaborate with Customer Success Manager to identify expansion opportunities
• Build relationships with executive-level stakeholders
• Develop strategic account plans
• Conduct in-person meetings with clients to strengthen relationships

Named Accounts Manager

Product Designer

• You’ll lead design for key growth initiatives, owning the user journey from first touch to power user.
• Your mission is to uncover friction, ship experiments, and design experiences that convert and retain.
• Design in-product growth flows that drive activation, conversion, and upsell
• Lead design for experiments: A/B test variants, onboarding flows, and feature adoption nudges
• Identify friction points across the user journey using data, research, and product signals
• Own UX for growth experiments from concept to shipped experience
• Prototype using Figma and modern AI tools (e.g., Lovable, V0, Cursor)
• Translate product and business goals into intuitive, impactful UX
• Balance rapid iteration with exceptional UI craft and polish
• Influence product strategy with a data-driven, test-and-learn mindset

Senior Growth Product Designer

Marketing

• Design and execute enterprise-level ABM campaigns for our top accounts (think top 100) driving measurable engagement and revenue impact.
• Partner with sales leadership and cross-functional teams to ensure account plans are aligned and executed with precision.
• Elevate the quality of enterprise marketing touchpoints, including events, webinars, website messaging, and product demos.
• Act as a central connector between events, partnerships, sales, product marketing, and content teams to deliver coordinated programs.
• Provide constructive feedback on marketing execution, including identifying gaps and helping shape resourcing or personnel improvements if needed.
• Build relationships across the organization by being collaborative, approachable, and highly effective in cross-team coordination.
• Serve as a thought partner to senior leadership, challenging existing SMB-oriented approaches with enterprise-level expertise.
• If successful, develop and lead a growing ABM team to scale enterprise initiatives.

Senior Enterprise ABM Marketing Manager

Account Manager

• Own a book of 60 to 80 existing eCommerce accounts, focusing on expansion and upsells.
• Drive the full sales cycle from demo to close for add-on and new product sales (average deal size: $10K–$15K ACV, typically closed in 3–5 calls).
• Manage a high-velocity inbound pipeline, with some outbound to existing accounts.
• Partner cross-functionally with Customer Success and Product teams to identify opportunities for automation and improved customer outcomes.
• Use data to identify upsell opportunities and prioritize outreach effectively.
• Ask the right pain-point questions to uncover growth potential within each account.
• Continuously optimize your sales process to improve deal velocity and hit/exceed quota.

Account Manager, Commercial

• Own a book of 60 to 80 existing eCommerce accounts, focusing on expansion and upsells.
• Drive the full sales cycle from demo to close for add-on and new product sales (average deal size: €10K–€15K ACV, typically closed in 3–5 calls).
• Manage a high-velocity inbound pipeline, with some outbound to existing accounts.
• Partner cross-functionally with Customer Success and Product teams to identify opportunities for automation and improved customer outcomes.
• Use data to identify upsell opportunities and prioritize outreach effectively.
• Ask the right pain-point questions to uncover growth potential within each account.
• Continuously optimize your sales process to improve deal velocity and hit/exceed quota.

Implementation Specialist

• Conduct in-depth onboarding and optimization sessions for new customers, tailoring the experience to drive adoption and usage of our 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 Automate 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 Automate 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.

Customer Implementation Manager

Product Manager

• Build, iterate, and own the AI Journey, a strategic AI-powered initiative at Gorgias
• Act like a founder: own end-to-end product vision, execution, and cross-functional alignment
• Work closely with Engineering, Design, Marketing, Sales, and Success
• Talk to customers to validate hypotheses, iterate fast, and build product–market fit
• Scale structure in unstructured environments and create playbooks as needed
• Ship products quickly and iterate based on feedback and signal

Senior Product Manager – AI Journey

Sales

• Own, manage, and exceed revenue outcomes in the Commercial segment
• Partner with Account Executives on strategic deal execution, including executive engagement, multi-threading, and complex negotiations
• Act as an active coach and mentor, leveraging call reviews, pipeline inspections, and deal strategy sessions to elevate performance
• Collaborate cross-functionally with Marketing, Partnerships, and Customer Success to strengthen market positioning and accelerate sales cycles
• Drive accountability through weekly activity reviews, ensuring balanced pipeline development, forecasting accuracy, and consistent conversion metrics
• Use sales analysis and data-driven insights to inform strategy, improve execution, and optimize performance across the team
• Ensure coaching frameworks, enablement resources, and ongoing training programs are fully leveraged to ramp, develop, and retain top talent
• Provide input into GTM strategy and the design of scalable processes, reporting, and tools to support Commercial sales growth
• Identify, share, and implement best practices that elevate the team’s ability to win in competitive, complex environments
• Stay up-to-date on product roadmap, industry trends, and the evolving competitive landscape to ensure the team is positioned as consultative experts

Commercial Sales Manager

Customer Success Manager

• Manage a portfolio of e-commerce merchants, including mid-market and some enterprise accounts
• Build and maintain strong relationships with key stakeholders to support customer retention and growth
• Serve as a trusted advisor by helping customers adopt best practices and leverage the Gorgias platform effectively
• Identify opportunities for product adoption, account optimization, and expansion in partnership with Account Management and Sales
• Proactively monitor product usage and customer health, taking action to mitigate risk and reduce churn
• Conduct regular check-ins, business reviews, and strategy discussions with customers
• Collaborate closely with internal teams (Sales, Product, Support, and Engineering) to deliver a seamless customer experience
• Participate in occasional customer visits, conferences, or events (travel up to 10–15%)

Data Scientist

• Think as an Engineer to develop systems that can scale and allow for fast, reliable, and trusted iterations.
• Apply scientific and engineering principles to prompt design, LLM evaluation processes, and technical integrations with ecommerce platforms and tools.
• Design, develop, and refine prompts to guide the AI Agent in generating accurate and contextually relevant responses to shopper inquiries.
• Identify patterns, and drive improvements in both prompt design and overall AI Agent performance.
• Analyze large-scale data from LLM evaluations to derive insights, Identify heuristics to sample improvement and non-regression dataset.
• Build reliable estimators for on-going AB tests, analyse optimal experiment stoping time and mitigate cross AB test contamination.
• Conduct extensive testing of prompts to ensure they perform well in diverse scenarios.
• Design and implement robust methodologies for assessing LLM performance at scale.
• Work product managers to understand requirements, incorporate feedback into prompt design and improvement, and integrate findings from large-scale evaluations into the AI Agent's development.
• Work with ML engineers to build and fine-tune in-house LLMs that out-perform state of the art.
• Maintain comprehensive documentation for prompt design, usage, best practices, and evaluation methodologies.
• Stay up-to-date with advancements in AI, natural language processing (NLP), and prompt engineering techniques.
• Analyze and interpret user interactions and large-scale performance data to identify areas for enhancement.
• Develop and refine metrics for evaluating prompt and LLM performance at scale.
• Develop and scale connections between AI Agents and the e-commerce ecosystem, allowing the AI to perform a wide range of actions.

Data Scientist – LLM Pipelines

• Design and execute multi-touch lifecycle campaigns across email and in-product to support onboarding, feature adoption, revenue, and retention
• Use LLM tools and prompt engineering to generate, test, and scale lifecycle content
• Analyze product usage and merchant behavior to inform segmentation, timing, and triggers
• Run experiments (A/B tests, variant routing, multivariate) to test messaging and engagement strategies
• QA AI-generated content for brand alignment and accuracy
• Monitor and report on metrics like activation rate, NRR, and feature usage
• Collaborate cross-functionally with Growth, PMMs, Marketing Operations, Product, and Success
• Report to the Senior Manager of Lifecycle Marketing and influence merchant experience and expansion

Lifecycle Marketing Manager

• Lead product design initiatives from concept to execution with PMs and engineers
• Pioneer AI-driven experiences and set design innovation standards
• Bring strong visual and interaction design sensibility
• Identify UX opportunities and advocate for solutions
• Prototype using Figma and AI-first tools like Lovable, V0, Cursor
• Champion systems thinking and AI as strategic advantage
• Drive design reviews and mentor other designers
• Influence product and UX strategy with a get-it-done mindset

Senior Product Designer

• Own strategy and execution of co-marketing, enablement, and joint go-to-market programs with technology, agency, and referral partners
• Drive partner-sourced and partner-influenced pipeline growth via webinars, co-branded content, integrated campaigns, and partner events
• Deliver measurable results from co-marketing and GTM efforts; establish performance frameworks and reporting cadences from awareness to closed-won revenue
• Equip partner sales teams with tools, messaging, and programs to position and sell Gorgias
• Build and lead a high-performing, AI-leveraged ecosystem marketing team to scale programs and amplify broader marketing initiatives
• Deepen relationships with top partners and stay on top of ecosystem and ecommerce partnership trends

Senior Partnership Marketing Manager – Ecosystem Marketing

Machine Learning Engineer

• Develop, refine, and enable the AI Agent to automatically address and resolve shopper requests for merchant clients
• Own feedback, observability, and continuous training of deployed solutions/models (HuggingFace, Vertex, Comet ML, multiple LLM providers, PromptLayer)
• Work on Generative Agents, Recommender systems, and Knowledge graphs
• Solve product-facing problems with classical NLP and/or with LLMs
• Build clear tech specs and implement domain-driven design solutions that scale
• Maintain services (FastAPI) and cron jobs (Kubeflow)
• Own development lifecycle (Terraform permissions, test coverage of 80%, CI/CD, k8s, Datadog, PagerDuty)
• Collaborate cross-functionally to provide Machine Learning as a service within Gorgias
• Maintain ML team data pipeline (BigQuery and DBT)
• Analyze post-release performance and identify improvements for next iterations

Senior Machine Learning Engineer

• Lead product design initiatives from concept to execution, in tight collaboration with PMs and engineers
• Pioneer next generation of AI-driven experiences by setting the standard for design innovation
• Bring strong visual and interaction design sensibility to elevate product quality
• Proactively identify UX opportunities and advocate for innovative solutions
• Prototype using Figma and AI-first prototyping tools like Lovable, V0, Cursor, etc.
• Push for systems thinking and champion AI as a creative and strategic advantage
• Drive design reviews and contribute actively to critiques, mentoring other designers as needed
• Influence product and UX strategy with a "get it done" mindset

• Design and execute multi-touch lifecycle campaigns across email and in-product to support onboarding, feature adoption, revenue generation, and retention goals.
• Use LLM tools and prompt engineering to generate, test, and scale lifecycle content that adapts to user and account signals and factors.
• Analyze product usage and merchant behavior to inform campaign segmentation, timing, and triggers.
• Run experiments (A/B tests, variant routing, multivariate) to test hypotheses around messaging formats, touchpoint timing, prompt quality, and engagement strategies.
• QA AI-generated content for brand alignment, performance accuracy, and narrative cohesion.
• Monitor and report on performance metrics like activation rate, NRR, and feature usage to identify areas of improvement and scale what works.
• Collaborate with cross-functional teams to ensure a consistent, high-quality experience across touchpoints.