Partner Success Manager, Gorgias
CA$139-155k
OTE
CA$123-137k
BASE
The conversational AI platform for eCommerce
Job no longer available
The conversational AI platform for eCommerce
501-1000 employees
Job no longer available
CA$139-155k
OTE
CA$123-137k
BASE
501-1000 employees
Company mission
To empower eCommerce brands to grow through AI-powered customer experience.
Role
Who you are
- Bachelor’s degree in Business, Marketing, Communications, or a related field
- 3–5 years of experience in account management, partner success, customer success, or channel management roles, ideally in SaaS or e-commerce ecosystems
- Exceptional interpersonal and relationship-building skills; you excel at connecting with diverse partner profiles
- Strong problem-solving abilities and a proactive, solution-oriented mindset
- Ability to balance long-term strategic vision with day-to-day tactical execution
- Proficiency with CRM systems, data analysis tools, and comfort making data-driven decisions
- Excellent written and verbal communication skills, including presenting to executives
- Highly adaptable to different partner cultures, needs, and account complexities
- Prior experience with mid-sized to enterprise implementation cycles is preferred (not just fast-paced SMB sales cycles)
What the job involves
- The Partner Success Manager (PSM) is a strategic and relationship-focused role responsible for empowering our agency partners to achieve outstanding outcomes
- By ensuring partners are confident in delivering Gorgias services, the PSM directly contributes to client success, partner growth, and revenue expansion
- The PSM works cross-functionally with Success, Sales, Product, and Marketing teams, helping partners optimize implementations, drive adoption, and unlock growth opportunities
- Build and maintain strong, trusted relationships with agency partners
- Serve as the main point of contact for service-related inquiries, strategic support, and product expertise
- Advocate for partners internally by relaying product and program feedback
- Facilitate new partner onboarding by providing structured training, resources, and best practices
- Deliver regular product updates, implementation support, and strategic guidance
- Conduct virtual and live training sessions, and partner QBRs (Quarterly Business Reviews) to optimize partner-managed accounts
- Proactively support partners in improving account health through onboarding, optimization strategies, and use case expansion
- Advise partners on metrics to track (automation rate, NPS, retention) and tactics to improve them
- Identify upsell and cross-sell opportunities, introducing partners to new services or features to grow mutual accounts
- Monitor partner-managed account KPIs such as NRR (Net Revenue Retention), automation rates, and client expansion
- Prepare data-driven reports to identify trends, successes, and opportunities for optimization
- Drive OKR (Objectives and Key Results) achievements tied to partner performance and client outcomes
- Collaborate closely with Channel Managers, Customer Success Managers, Sales, and Product teams to align partner initiatives
- Maintain strong lines of communication between Success and Partnerships teams through weekly cross-reporting
- Participate in special projects, events, and partner enablement programs
- Support partners on pre-sale product questions and during high-risk client escalations
- Provide prompt and professional resolution of partner concerns, ensuring satisfaction and loyalty
Our take
With the surge in online shopping, eCommerce merchants are increasingly prioritizing customer communications to enhance the overall shopping experience. This heightened emphasis puts greater pressure on support teams to promptly and accurately address customer inquiries.
Gorgias offers an all-encompassing customer support helpdesk equipped with artificial intelligence tools tailored for customer service teams. The platform allows eCommerce businesses to streamline responses to frequently asked questions through a single application. By automating these responses, support agents can allocate more time to engaging in meaningful and profitable interactions with customers, thereby potentially driving sales.
Catering to over 15,000 brands, including prominent brands like Princess Polly, Steve Madden, and Marine Layer, Gorgias faces competition from established players like Zendesk, Freshdesk, and HelpScout. Despite this, the company has experienced notable growth, expanding its presence across the US, Europe, and Australia. Along with funding that will fuel the development of its Automation Add-on feature, aimed at providing customers with instant answers to alleviate support workload.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
May 2024
$29m
SERIES C
Aug 2022
$30m
SERIES C
Total funding: $101.4m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Alex Plugaru
(Co-Founder & CTO)Former Web Developer at Gymglish, Eau de Web, Innobyte and Liquid Studios.
Romain Lapeyre
(Co-Founder & CEO)Former Product Manager at Work4 and Business Developer at Scalr. MA in Management from HEC Paris.
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