Partner Success Manager

Gorgias is the conversational AI platform for ecommerce that drives sales and resolves support inquiries. Trusted by over 15,000 ecommerce brands, Gorgias supports growing independent shops to globally recognizable brands.

Built for Shopify and powered by advanced ecommerce integrations, Gorgias's conversational AI understands your brand, tools, policies, and customers to drive personalized, 1-to-1 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 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.

What you'll do

• Partner Relationship Management

  • 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.

  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 partner-managed 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 cross-sell opportunities, introducing partners to new services or features to grow mutual accounts.

  Performance Tracking and Analysis

  • 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.

  Cross-Functional 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 cross-reporting.

  • Participate in special projects, events, and partner enablement programs.

  Issue Resolution and Support

  • 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.

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).

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

• 🏖️ 5-week vacation (We follow each country's appropriate PTO Laws)

• 🤕 Paid sick leave

• 🧸 Paid parental leave (16 weeks)

• 💻 MacBook Pro

• 🍽️ Personal credit card to buy lunches (you’ll have your own Gorgias credit card)

• 🏥 We provide private health insurance and 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 books, courses, training sessions that are easily identified and linked with your job scope. This also covers individual coaching!)

• 🥰 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! (Here is 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 decision-making. 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 [email protected]. Let’s grow together!

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