Manager, Account Management

Gorgias empowers ecommerce brands to grow through AI-powered customer experience. We are the #1 CX platform in the industry, trusted by over 15,000 merchants worldwide – from small independent shops to some of the largest ecommerce brands in the world.

We offer the most integrations of any tool on Shopify (100+) and the ability to get setup fast, without the need for complex onboarding. Gorgias offers its users a unified platform to manage every aspect of their customer support on every channel.

We can automate 60% of a brand’s support so that agents can focus on high-value conversations and driving sales. Plus, we offer purpose-built marketing tools to help merchants convert more shoppers into customers, driving GMV.

About the Team

The Account Management team is part of the Sales Team at Gorgias and has been one of the fastest-growing teams in the company. Our focus is driving growth in Annual Recurring Revenue (ARR) through renewals, cross-selling, and upselling within our existing customer base.

About the Role

As the AM Team continues to expand in 2025, we are seeking a dynamic sales leader to manage our Enterprise Account Managers (team of 5-7) and drive the scaling of our expansion and renewal motion at Gorgias.

What You’ll Do

• Lead and Drive Team Success: Manage a team of 5 Enterprise Account Managers (who are managing 80-100 accounts each), setting clear objectives and empowering them to exceed sales targets and performance goals.

• Monitor & Improve KPIs: Establish SLAs for the Account Management team, regularly analyze performance metrics, and provide actionable feedback to drive continuous improvement.

• Foster Cross-Functional Collaboration: Work collaboratively with CX and Sales Leaders to establish processes that enable AMs and CSMs to drive revenue together. Define ROEs (Rules of Engagement) and lead cross-functional discussions that balance the goals and responsibilities of multiple teams.

• Mentor and Develop Talent: Train, coach, and support Account Managers on effective sales and account management techniques, product knowledge, and objection handling.

• Refine Sales Processes: Continuously enhance onboarding, sales playbooks, and enablement materials to improve team effectiveness and scalability.

• Engage with Customers: Join customer calls or in-person meetings to support your team and demo products being cross-sold.

• Be a Strategic Partner: Stay ahead of industry trends, market conditions, and competitors to identify opportunities and drive strategic initiatives.

• Report on Progress: Provide regular updates to senior management on team performance, pipeline health, and progress toward goals.

Who You Are

• Experienced People Leader: 2+ years of management experience, with a proven track record of coaching and developing high-performing sales/account management teams.

• Account Management Expertise: 3+ years of experience in account management, consistently driving revenue through account expansion and renewal management.

• Analytical Thinker: Strong data analysis skills, with the ability to identify trends and make data-driven decisions.

• Sales Specialist: Deep understanding of sales methodologies, objection handling techniques, and pipeline/CRM management.

• Strong Communicator: Exceptional presentation, interpersonal, and communication skills, adept at engaging clients, team members, and internal stakeholders.

• Results-Oriented: Passionate about driving revenue growth and meeting or exceeding team and individual quotas.

• Technically Proficient: Familiarity with CRM and sales tools such as Hubspot and Gong.

• Startup Savvy: Thrives in a fast-paced, dynamic environment, excelling at organization and multitasking.

• SaaS and E-Commerce Experience: Experience selling SaaS solutions or working with e-commerce clients is highly desirable.

Company Benefits & Perks

• 🏖️ 5-week vacation

• 🤕 Paid sick leave (15 days)

• 🌏 6 weeks full remote/year

• 🧸 Paid parental leave (16 weeks)

• 🍽️ CAD $400/month for lunch expenses (you’ll have your own Gorgias credit card)

• 🏥 We provide private health insurance and retirement pension

• 💆🏻‍♀️ Get up to CAD $900 to set up your workstation at home (working from home should feel breezy)

• 📚 Get up to CAD $2600 of learning material and wellness support per year! This includes CAD 1950 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a CAD 650 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.

• 🥰 Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year, we organize offsite team retreats and company retreats!

More cool things to know about Gorgias... 😁

• Raised our Series C-2 for $29M in May 2024: Article Here ⬅️

• We went from 0 to 15,000+ merchants using our platform since 2016

• We have a 4.3 rating on Glassdoor & 4.7 Comparably culture score

• What our customers are saying: apps.shopify.com/helpdesk#reviews

• Other positions: gorgias.com/about-us/jobs

• Discover the Gorgias Platform

• Learn about our Compensation Policy

Diversity, Equity, and Inclusion at Gorgias

At Gorgias, we’re dedicated to creating a diverse, inclusive, and equitable workplace where everyone is valued. We provide equal opportunities without discrimination based on race, gender, age, disability, or any characteristic protected by law.

We also recognize that individuals from diverse backgrounds—especially women and underrepresented groups—may hesitate to apply if they don’t meet every requirement. If this role excites you and you’re eager to grow, we strongly encourage you to apply, even if you don’t check every box. You might bring something unique and valuable that we didn’t even know we needed.

If you need accommodations to participate in the application or interview process, perform essential job functions, or access other employment benefits, please contact us at accommodation@gorgias.com. Let’s grow together!