Customer Implementation Manager, Commercial

Gorgias
Belgrade
Workplace: HybridFull timeEUR 36,000 - 40,000 annuallyFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Communication","Executive presence","Consultative approach","Project management","Relationship building","Adaptability","Strategic thinking"]

Own end-to-end customer onboarding for a book of business, from sales handover through configuration, training, and activation. Deliver white-glove discovery sessions and build tailored implementation plans for Helpdesk and an AI Agent, including AI adoption roadmaps and integration support. Drive activation metrics and time-to-value, communicate business impact to CEOs/CFOs, document learnings, and partner with internal teams to ensure successful launches and measurable outcomes.

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Gorgias
Gorgias
21 hours ago

Customer Implementation Manager, Commercial

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Source: Company careers pageValidated by: Fursa AI
Last checked: 12 hours agoStatus: Live

Job Summary

Own end-to-end customer onboarding for a book of business, from sales handover through configuration, training, and activation. Deliver white-glove discovery sessions and build tailored implementation plans for Helpdesk and an AI Agent, including AI adoption roadmaps and integration support. Drive activation metrics and time-to-value, communicate business impact to CEOs/CFOs, document learnings, and partner with internal teams to ensure successful launches and measurable outcomes.
Location: Belgrade
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Run in-depth discovery and implementation sessions tailored to each customer’s needs to drive adoption of Helpdesk and AI Agent.
  • •Customize solutions and design AI Agent adoption roadmaps, sequencing automation rollouts with change management and value demonstration.
  • •Provide white-glove configuration guidance and drive activation ratio and time to value for Helpdesk and AI Agent.
  • •Act as primary liaison between customers and internal teams, ensuring seamless communication and cross-functional accountability through onboarding.
  • •Manage integrations with customers’ ecommerce tech stack, troubleshoot proactively, set milestones/workback schedules, and document learnings.

Pay and Benefits

Salary: EUR 36,000 - 40,000 annually
Equity and Bonus:Equity
Perks:Learning Budget

Key Requirements

  • •3–5+ years in SaaS as an implementation manager or similar post-sales role, independently delivering complex implementations, with ecommerce experience a plus.
  • •3–5+ years crafting and overseeing project timelines to drive activation and adoption, with experience managing 25–30 accounts with autonomy.
  • •Exceptional communication and executive presence, able to translate complex data and AI outcomes into business impact for CEOs and CFOs.
  • •Ability to understand ecommerce platforms and integrations, explore troubleshooting/building integrations, and use resourcefulness over escalation (Shopify familiarity is a plus).
  • •Comfort configuring AI Agent and adopting an AI & automation mindset, learning new AI capabilities quickly (e.g., Claude).
Experience:3+ yearsSaaSE-commerceCustomer supportAI automationConversational commerce
Skills:CommunicationExecutive presenceConsultative approachProject managementRelationship buildingAdaptabilityStrategic thinking
Languages:French
Tech Stack:ShopifyChatGPTClaudeGranola

Company Brief

Gorgias
Gorgias provides a conversational AI-powered customer support platform for ecommerce brands, centralizing email, chat, SMS and social support with automation to resolve tickets and drive revenue through support.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: USD 500M to 1B
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 3.2
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