Partner Success Manager, Gorgias

• 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)

• 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
• 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
• 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

• 60th and above percentile in compensation
• Health coverage
• Generous Equity Package
• Company Offsites
• Ergonomic setup at your service + 700$ for your home workstation
• 16-week parental leave, including maternity, paternity, and adoption leave
• Daily catered lunch
• 5 Weeks of Vacation
• Retirement Benefits
• Fully Stocked Kitchen
• 3 weeks of Paid Sick Leave
• $2,000 learning/professional development stipend

Total funding: $101.4m

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.