Gorgias

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%)

Marketing

• 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.

Lifecycle Marketing Manager

Product Designer

• 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

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

• 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

• 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

• 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

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.

Customer Success Manager

Lifecycle Marketing Manager

Product Designer

Senior Machine Learning Engineer

Senior Partnership Marketing Manager – Ecosystem Marketing

Senior Product Designer

Lifecycle Marketing Manager

Data Scientist – LLM Pipelines