[Hiring] Implementation Manager @Gorgias

Role Description

As Manager, Implementation, you lead one team of Implementation Managers and own the quality, speed, and outcomes of your team's book of implementation projects. You translate department strategy into clear team OKRs, coach IMs through complex launches, and drive cross-functional projects that improve how the whole CX org onboards customers.

What You’ll Do

• Lead and develop a team of Implementation Managers through regular 1:1s, coaching, and clear performance expectations
• Set your team's OKRs and translate CX department strategy into actionable, measurable plans
• Serve as the primary escalation point for complex onboarding challenges and at-risk customers
• Lead implementation-related projects that have department-wide impact (e.g. tooling rollouts, process redesigns, new product onboarding playbooks)
• Partner with Sales, Product, and CX peers to improve handoffs, readiness, and the overall customer experience
• Own implementation velocity, enablement, and adoption metrics — and use data to continuously improve outcomes
• Hire and onboard top-performing IMs, supporting their growth through the career ladder
• Embed AI tools into your team's workflows as an AI Integration Champion, helping IMs work smarter and make better decisions

Qualifications

• 5+ years in SaaS Customer Success, implementation, or professional services — e-commerce experience a plus
• Proven people manager with experience driving performance against defined KPIs
• Deep implementation fluency - you've done this work yourself and can step into a difficult onboarding to coach or course-correct in real time
• Strong project management instincts — you can hold multiple workstreams without losing the detail
• Data-driven: comfortable with metrics, dashboards, and using insights to coach your team
• Clear communicator who delegates without micromanaging and creates accountability without friction
• Energized by coaching others, removing blockers, and building scalable processes
• Comfortable operating in a fast-moving startup environment

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, analyze, 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 standups, 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.

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 [email protected].