Named Accounts Manager at Gorgias

New York, New York, United States

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$120,000 – $132,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Ecommerce, SaaS, Conversational Commerce, AIIndustries

Requirements

Proven track record managing large, complex enterprise accounts — ideally across several countries or languages
Exceptional communicator fluent in English, with working proficiency in French or Spanish preferred
Deep commercial and operational understanding of SaaS, enterprise software, and customer experience technology
Strategic thinker with the ability to navigate ambiguity, influence at executive levels, and execute with precision
Naturally curious, globally minded, and comfortable operating at the intersection of multiple markets and cultures
Self-directed professional capable of deep business acumen, adaptability, and leadership
Ability to manage a portfolio of 35-50 accounts, focusing on growth and retention across international markets (English, Portuguese, Spanish, German-speaking regions)
Willingness to be based in Toronto hub (relocation welcome)

Responsibilities

Manage a portfolio of 35-50 named accounts, driving growth and retention
Work closely with Customer Success Manager (CSM) to identify and capitalize on expansion opportunities across Automate, Convert, and Voice products
Lead important customer relationships across multiple international markets
Drive growth, retention, and influence within the largest global customers
Understand complex business environments and deliver tailored solutions
Act as the bridge between largest global customers and internal teams, translating nuances of language, culture, and business expectations into measurable success
Drive Annual Recurring Revenue (ARR) growth through renewals, cross-selling, and upselling to existing customer base
Build out the Enterprise motion in a highly cross-functional role

Skills

Account Management

Customer Success

ARR Growth

Renewals

Cross-Selling

Upselling

Enterprise Sales

Expansion Strategy

Customer Retention

Strategic Relationships

Gorgias

AI-powered customer service for e-commerce

About Gorgias

Gorgias provides an AI-powered customer service solution tailored for Shopify stores in the e-commerce sector. Its main service automates the customer support process by sorting, prioritizing, and tagging customer inquiries, known as "tickets," as they arrive. This automation minimizes the need for manual ticket management, allowing businesses to save time and resources. Gorgias' AI can also deliver instant resolutions to customer issues, enhancing the efficiency of support operations. Additionally, the platform enables businesses to create detailed customer profiles that include order history, loyalty status, and reviews, which helps support teams offer personalized service. Gorgias operates on a subscription model, generating consistent revenue while helping businesses improve their customer service and reduce support workloads. The company caters to a diverse range of clients, from small businesses to large corporations, all within the competitive e-commerce landscape.

San Francisco, CaliforniaHeadquarters

2015Year Founded

$98.6MTotal Funding

SERIES_CCompany Stage

Consumer Software, AI & Machine LearningIndustries

201-500Employees

Benefits

Competitive salary

Health coverage

Generous equity package

Company offsites

Latest laptop

16-week parental leave

Catered meals

4 Weeks of vacation

Retirement benefits

Fully stocked kitchen

Risks

Increased competition from Zendesk and Freshdesk may impact Gorgias's market share.

Rapid expansion to 300 employees across 16 countries may cause operational inefficiencies.

Reliance on Shopify integration poses risks if Shopify changes policies or competes.

Differentiation

Gorgias offers AI-powered customer service tailored for ecommerce businesses.

The platform integrates seamlessly with Shopify, enhancing customer support efficiency.

Gorgias provides omnichannel support, including email, voice, SMS, and social media.

Upsides

Recent $29M funding will expand AI tools, automating 60% of customer support.

Gorgias serves over 15,000 ecommerce brands, including Steve Madden and Glossier.

The trend of hyper-personalization boosts demand for Gorgias's AI-driven solutions.

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