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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 Team

The Account Management team is part of the Sales Team at Gorgias. The focus of our team is driving growth in Annual Recurring Revenue (ARR) through renewals, cross-selling and upselling to our existing customer base. In this critical and highly cross-functional role, you will be at the forefront of building out our Enterprise motion and your skills will be instrumental in driving revenue.

About the Role

The Named Accounts Manager (AM) will manage a portfolio of 35-50 accounts, focusing on driving growth and retention. Working closely with the Customer Success Manager (CSM), the AM will identify and capitalize on expansion across multiple products: Automate, Convert, Voice.

Our Named Accounts Manager will lead some of our most important customer relationships across multiple international markets. This is a strategic and high-impact role that combines the rigor of enterprise account management with the cultural fluency required to operate across English, Portuguese, Spanish, and German-speaking regions.

You will be responsible for driving growth, retention, and influence within a portfolio of our largest global customers — organizations that shape the industries we serve. The scope is broad, the expectations are high, and the impact is direct: your ability to understand complex business environments and deliver tailored solutions will define our success in these regions.

This role is based in our Toronto hub, along side many of our top sellers and requires deep business acumen, adaptability, and leadership. We welcome experienced professionals ready to relocate and take on a challenge that bridges markets, languages, and strategies.

Why this Role Matters

This is not a traditional sales or account management position. It’s a strategic role at the intersection of global business development and enterprise relationship management — one that requires analytical depth, cultural fluency, and exceptional execution.

You will be the bridge between our largest global customers and our internal teams, ensuring that the nuances of language, culture, and business expectations translate into measurable success.

The role demands intellectual rigor, emotional intelligence, and international perspective — a combination that makes it both challenging and deeply rewarding.

Strategic Account Leadership

• Own and expand relationships with top-tier enterprise and strategic customers across multiple markets.

• Develop and execute sophisticated account plans that balance retention, revenue growth, and executive alignment.

• Lead high-stakes commercial negotiations and influence multi-stakeholder decision-making processes.

• Translate complex customer objectives into actionable business outcomes through consultative partnership and strategic insight.

• Serve as the ultimate point of accountability for your named accounts — ensuring consistency, performance, and advocacy at every stage of the customer lifecycle

Market & Cultural Stewardship

• Act as a regional liaison and market specialist for English, Portuguese, Spanish, and German-speaking customers.

• Bring cultural intelligence to the forefront of every engagement, ensuring strategies and communications resonate across markets.

• Provide internal teams with actionable insights on regional trends, customer behavior, and competitive dynamics.

• Represent your markets in global strategy sessions, ensuring customer perspectives are reflected in product and go-to-market decisions.

About You

• A proven track record managing large, complex enterprise accounts — ideally across several countries or languages.

• Exceptional communicator fluent in English and Portuguese, with working proficiency in Spanish or German strongly preferred.

• Deep commercial and operational understanding of SaaS, enterprise software, and customer experience technology.

• Strategic thinker with the ability to navigate ambiguity, influence at executive levels, and execute with precision.

• Naturally curious, globally minded, and comfortable operating at the intersection of multiple markets and cultures.

• A self-directed professional capable of thriving in an environment that demands initiative, judgment, and cross-functional leadership.

What You’ll Do

• Drive Account Growth: Identify and execute on upsell and cross-sell opportunities, strategically expanding accounts while meeting revenue targets.

• Develop Strategic Account Plans: Collaborate with the CSM to create tailored plans for each account, leveraging insights to maximize customer value and align with their business objectives.

• Engage with Key Stakeholders: Build and nurture relationships with executive-level stakeholders, ensuring alignment on goals and fostering advocacy.

• Collaborate with Cross-Functional Teams: Partner with CS, Product and Legal to deliver seamless customer experiences and address complex challenges effectively.

• Leverage CRM for Insights: Accurately document account activities, opportunities, and risks in the CRM to inform data-driven strategies.

• Travel to Strengthen Relationships: Conduct in-person meetings with clients (up to 10 weeks per year) to deepen relationships and gain insights into their evolving needs.

Who You Are

• Experienced Account Manager: 5+ years managing enterprise SaaS accounts ($20M+ in GMV), with a proven track record of driving growth through expansion across portfolios exceeding $1M ARR.

• Relationship Builder: Skilled at engaging and influencing C-level executives, fostering trust and long-term partnerships.

• Data-Driven: Experienced in reviewing and interpreting data trends, using insights to identify opportunities, mitigate risks, and present actionable solutions to clients.

• Strategic Problem Solver: Able to diagnose customer pain points and develop tailored solutions that drive meaningful outcomes.

• Excellent Communicator: Strong verbal and written communication skills, capable of translating technical concepts into business value.

• Results-Oriented: Focused on achieving and surpassing growth and retention goals.

• Highly Organized: Adept at managing multiple accounts and priorities in a fast-paced, dynamic environment.

• Technically Savvy: Proficient with CRM and reporting tools, with a strong aptitude for learning and leveraging new technologies.

• Adaptable and Resilient: Thrives in a startup-like setting, navigating challenges with tact and composure.

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 accommodation@gorgias.com. Let’s grow together!

Compensation Range: $118K - $131K