• Manage a portfolio of ~70-80 ecommerce customers • Build relationships with key stakeholders and run regular check-ins and QBRs • Understand customer goals, workflows, and operational challenges • Develop account plans focused on adoption, efficiency, and long-term value • Support renewal conversations for lower-risk or smaller expansions • Drive adoption of Gorgias features including AI, automation, and integrations • Analyze support workflows and recommend improvements • Help customers implement automation and AI use cases • Troubleshoot issues and partner with internal teams when needed • Monitor account health (usage, engagement, satisfaction) • Identify risks early and take action to prevent churn • Maintain accurate customer data and engagement tracking in internal systems • Manage your book of business independently while prioritizing high-impact activities • Leverage AI tools to improve efficiency across customer workflows and internal processes • Experiment with new approaches and share insights that improve team processes and playbooks • Partner with Sales, Product, and Support teams to drive customer outcomes • Surface customer insights that inform product improvements and roadmap priorities • Ensure internal teams have clear context when escalating customer needs

• You’ll be the main strategic advisor and quarterback for a regional book of business • Personally look after 25–35 corporate accounts • Help your clients fully adopt our platform • Protect them from leaving for competitors • Unlock revenue growth across your entire portfolio • Run high-impact business reviews with C-suite executives • Keep clients happy and on board while introducing new features to solve their challenges • Dig into usage data and account health scores • Team up with Product and Leadership to resolve complex client issues • Keep Salesforce up to date so your portfolio runs smoothly and efficiently

• Conduct phone and video consultations with pre-qualified prospects. • Manage the prospect care cycle from first contact through to the decision-making stage. • Accurately and promptly record all consultation information in the CRM. • Coordinate the handover of clients to the legal team once the engagement is formalized. • Follow up with clients to verify their level of satisfaction.

Role Description GTM Programs is building the engine that moves our customer lifecycle motion from generalized communications to individualized business value, from technical messaging to outcome-focused engagement, and from human-monitored outreach to programs that trigger on customer telemetry and scale across the base. We're hiring a GTM Customer Programs Manager to run the operating core of that engine. This is a player-coach role. You'll lead a small, high-caliber team across scaled customer programs, GTM automation, and scale customer success management. You will personally expose the measurement layer and the high-leverage assets that let the entire GTM organization scale beyond headcount. You'll run our sprint operating model, manage the telemetry scoreboard that tells us whether our programs are working, and a portfolio of scaled assets—the Business Value Calculator, the Use Case Library, and the tools that follow them—as products with roadmaps and adoption metrics, not static collateral. You'll sit at the intersection of Success, Sales, RevOps, and Product. The work doesn't ship without cross-functional partnership, so influence matters more than authority. If you're an operator-analyst who's run programs on a cadence, can turn product-usage data into account-level action, and wants to coach a team while still building things yourself, this role is for you. Qualifications - 8+ years in GTM operations, RevOps, program management, or growth/lifecycle program ownership at a B2B SaaS company, including direct people-management experience - Strong analytics range—comfortable in SQL and warehouse data, building dashboards, and turning telemetry into account-level action (experience with Databricks or a comparable platform is a plus) - Fluency with the modern GTM toolchain: Salesforce (campaigns and objects), marketing/outreach automation, and ideally Retool or another low-code app layer—you like to build, not just spec - Demonstrated operating-cadence discipline: you've run sprints, an agile-style program rhythm, or a 4DX-type cadence of accountability, and you can keep a scoreboard sacred against the day-to-day whirlwind - A cross-functional operator who moves work through Sales, Success, RevOps, and Product without relying on positional authority - Strong written and verbal communication; you run recurring forums that are structured, collaborative, and actionable - High ownership mentality—you don't wait for a playbook to exist; you build one and iterate Requirements - Run our sprint operating model: one sprint in execution, one in design. Facilitate sprint planning, post-mortems, and the play lifecycle so every program either graduates to an evergreen automated motion or is retired with documented learning. - Manage team activities using the telemetry scoreboard that measures program impact against our team goal, translating product-usage signal into account targeting and trigger logic, and maturing our metrics from play quality and engine contribution toward cohort lift and revenue impact. - Manage a portfolio of scaled GTM assets (e.g. the Business Value Calculator, Use Case Library, Hackathon-in-a-box, as products). Maintain a roadmap, instrument adoption, enforce version discipline, and run a clear intake for what gets built next. - Coordinate the cross-functional play calendar across the field, RevOps, and partner teams. Surface overlapping programs before they collide. We coordinate; we don't gatekeep. - Partner with RevOps and Data Team to wire programs into delivery surfaces (e.g. workflow portals, Salesforce, Slack, Outreach) so that every program is measurable end to end. - Lead, coach, and develop a team spanning scaled customer programs, GTM automation, and technical account management. - Operate the team using the 4 Disciplines of Execution principles. - Partner closely with our Business Value lead so that the methodology and narrative they own translate cleanly into the scaled assets and programs you productize. Benefits - N/A Company Description - N/A