Partner Success Manager

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15000 ecommerce brands Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations Gorgiass conversational AI understands your brand tools policies and customers to drive personalized 1to1 conversations from editing orders and initiating returns to making product recommendations. Gorgias where every customer interaction feels personal support becomes sales and conversations shape success.

About the Role

The Partner Success Manager (PSM) is a strategic and relationshipfocused 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 crossfunctionally with Success Sales Product and Marketing teams helping partners optimize implementations drive adoption and unlock growth opportunities.

What youll do

• Partner Relationship Management

  • Build and maintain strong trusted relationships with agency partners.

  • Serve as the main point of contact for servicerelated inquiries strategic support and product expertise.

  • Advocate for partners internally by relaying product and program feedback.

  Partner Enablement and Support

  • 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 partnermanaged accounts.

  Account Health and Growth

  • 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 crosssell opportunities introducing partners to new services or features to grow mutual accounts.

  Performance Tracking and Analysis

  • Monitor partnermanaged account KPIs such as NRR (Net Revenue Retention) automation rates and client expansion.

  • Prepare datadriven reports to identify trends successes and opportunities for optimization.

  • Drive OKR (Objectives and Key Results) achievements tied to partner performance and client outcomes.

  CrossFunctional Collaboration

  • 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 crossreporting.

  • Participate in special projects events and partner enablement programs.

  Issue Resolution and Support

  • Support partners on presale product questions and during highrisk client escalations.

  • Provide prompt and professional resolution of partner concerns ensuring satisfaction and loyalty.

Who you are

• Bachelors degree in Business Marketing Communications or a related field.

• 35 years of experience in account management partner success customer success or channel management roles ideally in SaaS or ecommerce ecosystems.

• Exceptional interpersonal and relationshipbuilding skills; you excel at connecting with diverse partner profiles.

• Strong problemsolving abilities and a proactive solutionoriented mindset.

• Ability to balance longterm strategic vision with daytoday tactical .

• Proficiency with CRM systems data analysis tools and comfort making datadriven decisions.

• Excellent written and verbal communication skills including presenting to executives.

• Highly adaptable to different partner cultures needs and account complexities.

• Prior experience with midsized to enterprise implementation cycles is preferred (not just fastpaced SMB sales cycles).

Why This Role Matters

By empowering our partners to become experts in delivering Gorgias solutions the PSM helps scale customer success across a broader merchant base driving higher client retention stronger NRR and a better overall customer experience.

Perks & Benefits

• 4week vacation (We follow each countrys appropriate PTO Laws)

• Paid sick leave

• Paid parental leave 16 weeks)

• MacBook Pro

• Personal credit card to buy lunches (youll have your own Gorgias credit card)

• We provide private health insuranceand retirement pension

• For a smooth onboarding we invite you to the closest office to your location for one week (flights and accommodation are handled by Gorgias).

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

• Get up to $2600 CAD of learning material per year (includes bookscourses training sessions that are easily identified and linked with your job scope. This also covers individual coaching!

• Every quarter we organize an online companywide summit to discuss where were going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats! Hereis the photo album from our last company retreat in Mexico in 2022 when we were a total of 200 people!

Diversity & Inclusion at Gorgias
We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds experiences and perspectives. At Gorgias we believe that diverse teams drive innovation and better decisionmaking. We do not discriminate based on race color religion gender identity sexual orientation disability age or any other protected status.

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 . Lets grow together!