Customer Implementation Manager - Toronto - Gorgias

Description

We believe conversations will become the #1 way to shop. At Gorgias, we're building the platform that makes this real: a unified AI agent that sells, supports, and re‑engages customers across the entire journey. Conversational Commerce is the future of ecommerce, and we're leading that shift. Our mission is to turn every interaction between a brand and its customers into a relationship: personal, seamless, and intelligent. By combining deep product expertise with the latest in AI, we're making shopping feel more natural, human, and connected than ever before.

What We Focus On

• Quality: conversations that feel authentic and on‑brand.
• Experience: effortless shopping from chat to checkout.
• Re‑engagement: personal, 1‑1 dialogue instead of noisy marketing.

The opportunity is massive. As AI reshapes how people buy, Gorgias is building the foundation for the next decade of ecommerce, where every brand has its own intelligent agent and every customer feels understood.

Join us to make Conversational Commerce real.

About The Team

The Customer Implementation Team at Gorgias is dedicated to ensuring a seamless and successful start for every customer's journey with our products. Our primary objective is to elevate the onboarding experience by delivering a white‑glove service and expert guidance to our customers. This involves cultivating a heightened proficiency in product knowledge, engaging in consultative conversations, and adopting a strategic onboarding approach that extends beyond mere activation. Our mission is to empower companies to launch swiftly and effectively on Gorgias, showcasing the exceptional value of our flagship products: Helpdesk and Automate.

Our team plays a pivotal role in the overall success of our products, influencing customer adoption, usage, and retention. By fostering meaningful connections with our customers, we contribute to the sustained growth and satisfaction of businesses leveraging Gorgias solutions.

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 to configuration to training. 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 Automate. 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 onboarding and optimisation sessions for new customers, tailoring the experience to drive adoption and usage of our Helpdesk and Automate products.
• Build on behalf of the customer, utilizing a consultative approach to customise solutions that align with their specific needs and goals.
• Drive the activation ratio and reduce time to activation through a white‑glove experience, providing guidance and onboarding for Helpdesk and Automate products.
• Establish trust with customers by demonstrating expert knowledge of our products, sharing best practices, and driving value‑driven adoption to achieve key business results.
• Act as the primary liaison between customers and internal teams, ensuring seamless communication and support throughout the onboarding process.
• Document customer interactions and feedback meticulously, leveraging this data to continuously improve the onboarding and overall customer experience.
• Analyse and interpret e‑commerce customer data, providing valuable insights to optimise support strategies using the Automate product.
• Drive project timelines through clear milestone setting with the customer, ensuring effective project management throughout the onboarding process.
• Proactively identify and mitigate potential roadblocks to decrease time to value, assisting companies in launching quickly and effectively on Gorgias.

Who You Are

• Experience: 2‑3+ years in SaaS as an implementation manager driving post‑sales adoption and activation, demonstrating a successful track record. E‑commerce experience is a plus
• Language Skills: Proficiency in English is required. Fluency in French is a significant advantage.
• Consultancy and Project Management: 2‑3+ years of experience crafting and overseeing project timelines tailored to enhance activation among merchants, encompassing strategic recommendations and actionable suggestions.
• Communication Skills: Excellent communication, interpersonal, follow‑up, and attention to detail skills.
• Work Approach: Proficient in concurrently managing up to 50 accounts, adept at tailoring support to meet the diverse needs of both small and large merchants.
• 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 mitigating churn and driving engagement and product adoption.
• Passion for Learning: Demonstrated passion for continuous learning and personal growth.

Perks & Benefits

• 5‑week vacation (We follow each country's appropriate PTO laws)
• Paid sick leave
• Paid parental leave (16 weeks)
• MacBook Air
• Personal credit card to buy lunches (you'll have your own Gorgias credit card)
• Private health insurance and retirement pension
• Up to $700 USD to set up your workstation at home (working from home should feel breezy)
• Up to $2000 USD of learning material per year (includes books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching)
• Every quarter, we organise an online company‑wide summit to discuss where we're going and strengthen social bonds. Once per year we organise off‑site team retreats and company retreats

AI at Gorgias

At Gorgias, AI is a natural extension of how we work and build. Our teams use it every day to research, write, analyse, code, and craft better customer experiences. Everyone has access to premium AI tools (ChatGPT, Claude, Granola & others) and an annual L&D budget to explore new ones.

The real magic happens when we share what we learn. Our #powerup Slack channel is a digital petri dish of new tools and workflows, and each team has AI champions who showcase fresh ideas during weekly company‑wide stand‑ups, now practically AI demo sessions.

We see AI not as a replacement for creativity or empathy, but as a multiplier, helping us move faster, think deeper, and serve customers better.

AI use in Recruiting at Gorgias

We use AI tools to assist in managing and assessing applications, with human oversight at every stage.

Diversity & Inclusion at Gorgias

We're committed to creating an inclusive environment where everyone can thrive. We welcome applicants from all backgrounds, experiences, and perspectives because diverse teams drive innovation and better decision‑making.

If you need accommodations during the application or interview process, please contact us at

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