Customer Implementation Manager, Commercial

Gorgias
Toronto
Full timeCAD 123,000 - 136,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsSkills: ["Communication","Interpersonal skills","Attention to detail","Relationship building","Learning agility"]

Own end-to-end enterprise merchant launches, from discovery through go-live and post-launch success. Drive custom implementations and integrations, including migrating merchant data to the platform and enabling AI Agent adoption and automation. Partner cross-functionally with technical teams to release items in each launch plan, QA AI Agent responses, and optimize performance using e-commerce and support data. Serve as the primary liaison between customers and internal stakeholders to keep launches on track.

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FursaFursa
Gorgias
Gorgias
6 days ago

Customer Implementation Manager, Commercial

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live
Reposted: similar role first listed 6 months ago

Job Summary

Own end-to-end enterprise merchant launches, from discovery through go-live and post-launch success. Drive custom implementations and integrations, including migrating merchant data to the platform and enabling AI Agent adoption and automation. Partner cross-functionally with technical teams to release items in each launch plan, QA AI Agent responses, and optimize performance using e-commerce and support data. Serve as the primary liaison between customers and internal stakeholders to keep launches on track.
Location: Toronto
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Drive enterprise merchants from pre-sales discovery through launch and post-launch success, ensuring launch plan items are released and merchants are satisfied.
  • •Create and manage organized work-back schedules and timelines, proactively setting milestones and keeping customer and internal stakeholders aligned.
  • •Project manage cross-functional builds and integrations (including custom AI Agent actions) to reach successful go-live dates.
  • •Conduct AI Agent implementation, optimization, and QA, iterating on prompts and guidance to improve automation and measurable outcomes.
  • •Document customer interactions and feedback and analyze e-commerce/support data to continuously optimize automation strategy and AI Agent performance.

Pay and Benefits

Salary: CAD 123,000 - 136,000 annually
Equity and Bonus:Equity
Perks:Health InsurancePaid LeaveParental LeaveLearning Budget

Key Requirements

  • •3+ years of implementation or similar experience in SaaS, with at least 3 years working directly with enterprise clients and driving discovery through the sales cycle.
  • •3+ years building and overseeing complex, multi-workstream project timelines to keep enterprise launches on track and drive activation.
  • •Experience with configuring AI Agents and comfort with data migrations, APIs, integrations, and custom builds.
  • •Excellent communication, interpersonal skills, follow-up, and attention to detail.
  • •Ability to concurrently manage up to 20 accounts and projects while tailoring support for diverse merchant needs.
Experience:3+ yearsSaaS
Skills:CommunicationInterpersonal skillsAttention to detailRelationship buildingLearning agility
Tech Stack:AI AgentsChatGPTClaudeGranolaAPIsIntegrationsData migrations

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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