Customer Implementation Manager

Gorgias

Manage customer onboarding process from sales handover to activation for Gorgias' products. Focus on achieving seamless implementation and driving customer success with AI-driven support solutions.

Posted 6/4/2026full-timeBelgrade • 🇷🇸 SerbiaMid-LevelSenior💰 €36,546 - €40,014 per yearWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

2-3+ years in SaaS as an implementation manager driving post-sales adoption and activation, demonstrating a successful track record. E-commerce experience is a plus!
2-3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.
Excellent communication, interpersonal, follow-up, and attention to detail skills.
Proficient in concurrently managing up to 30 accounts at a given time, adept at tailoring support to meet the diverse needs of both small and large merchants. You are a self-starter; you will be provided with a lot of autonomy in this role.
Thrives in an evolving onboarding process, demonstrating adaptability to change, quick learning, and the ability to keep up with new product developments and process changes.
Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption and mitigating churn.
Demonstrated passion for continuous learning and personal growth.
Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI tools, discussing automation strategy with merchants, and learning new AI capabilities quickly.

Benefits

Comp & perks

5-week vacation (We follow each country's appropriate PTO Laws)
Paid sick leave
Paid parental leave (16 weeks)
MacBook Air
Personal credit card to buy lunches (you’ll have your own Gorgias credit card)
We provide private health insurance and retirement pension
Get up to $700 USD to set up your workstation at home (working from home should feel breezy)
Get up to $2000 USD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)
Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats!

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

SaaSimplementation managementproject managemente-commercecustomer data analysisAI tools configurationautomation strategycustomer onboardingactivation strategiessolution customization

Soft Skills

communicationinterpersonal skillsattention to detailadaptabilityrelationship buildingengagementself-starterquick learningpassion for continuous learningproblem-solving