Original listing text, shown exactly as published by the company.
About the Role
As the Customer Implementation Manager, your role is to manage the entire onboarding process for your book of business, beginning to end - from sales handover through configuration, training, and activation. As the first point of contact, this role is instrumental in managing all aspects of customer relations post-sales stage.
You will actively contribute to our mission of providing a white-glove onboarding experience, showcasing the value of our flagship products, Helpdesk and AI Agent. The perfect fit for this role is an adept professional with a consultative mindset and a strategic approach to onboarding.
What You'll Do
- Conduct in-depth discovery and implementation sessions for your book of business, 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.
- Design and drive AI Agent adoption roadmaps for each customer, sequencing automation rollout to support change management and prove value at each stage.
- Drive the activation ratio and reduce time to value through a white-glove experience, providing expert guidance on both Helpdesk and AI Agent configuration.
- Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and communicating the business impact of AI adoption in clear, compelling terms.
- Act as the primary liaison between customers and internal teams, ensuring seamless communication and cross-functional accountability throughout the onboarding process.
- Manage integrations with the customer's ecommerce tech stack; explore feasibility of custom integration paths and troubleshoot proactively using available technical resources and AI tools.
- Drive project timelines through clear milestone setting and workback schedules, ensuring effective project management throughout the implementation.
- Analyze and interpret e-commerce customer data to build compelling, executive-ready narratives - translating support metrics and AI Agent outcomes into business impact framed around revenue, efficiency, and risk, so that CEOs and CFOs become champions, not blockers.
- Document customer interactions, configurations, and learnings meticulously - contributing insights that improve future implementations and team best practices.
- Proactively identify and mitigate roadblocks to decrease time to value, and coach L1/L2 peers by sharing patterns, playbooks, and implementation learnings.
- Leverage AI tools to accelerate discovery synthesis, solution design, and documentation.
Who You Are
- Experience: 3–5+ years in SaaS as an implementation manager or similar post-sales role, driving adoption and activation with a demonstrated track record of independently delivering complex implementations. Ecommerce experience is a strong plus.
- Consultancy and Project Management: 3–5+ years crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions. Comfortable managing 25-30 accounts simultaneously with a high degree of autonomy.
- Communication Skills: Exceptional communication, interpersonal, and executive presence. You build compelling narratives that resonate at the CEO and CFO level - translating complex data and AI outcomes into clear business impact, overcoming objections before they become roadblocks, and turning skeptics into champions. You adapt your message and materials to any audience.
- Technical Curiosity: You understand how ecommerce platforms and integrations work, you're comfortable exploring how to build or troubleshoot integrations, and you default to resourcefulness over escalation. Familiarity with Shopify and common ecommerce tech stacks is a strong plus.
- AI & Automation Mindset: Passionate about technology, automation, and the future of AI in customer support. Comfortable configuring AI Agent, discussing automation strategy with merchants, and learning new AI capabilities quickly. Proactively uses tools like Claude to improve your own efficiency.
- Adaptability and Learning Agility: 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.
- Relationship Building: Passionate about building and maintaining relationships, with a focus on driving engagement, product adoption, and mitigating churn.
- Passion for Learning: Demonstrated passion for continuous learning and personal growth. You stay current on Gorgias product developments and ecommerce trends, and you actively contribute to team knowledge.
