Job Details

Customer Success Manager

Our mission is to scale intelligence to serve humanity. We're training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.

Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.

Join us on our mission and shape the future!

About the Role

We are seeking an experienced Customer Success Manager to join our dynamic team. In this role, you will engage with a diverse range of Enterprise customers, guiding them through complex implementations of Cohere's solutions to drive adoption and maximize value. You will work collaboratively with Sales, Product, Marketing, Partnerships, and Engineering teams to ensure exceptional outcomes for our customers.

Key responsibilities include:

• Deliver outstanding customer outcomes, demonstrated through successful product deployments, increased adoption, and high customer satisfaction levels.
• Define and manage structured onboarding and deployment projects for various Cohere products, ensuring seamless adoption and measurable success.
• Provide change management expertise to guide organizations through the adoption journey and maximize the impact of our solutions.
• Codify best practices, guides, and FAQs based on customer interactions.
• Gather customer feedback, identify trends, and communicate insights to internal stakeholders for product planning considerations.
• Collaborate with the Sales team for smooth handoffs between pre- and post-sale processes and for ongoing relationship management.
• Travel approximately 15% of the time to build strong customer relationships and understand their business goals.
• Create and execute customer success plans outlining goals, challenges, KPIs, and timelines.
• Advocate for customers internally, ensuring their needs are met within product development and organizational strategies.
• Identify and address at-risk renewals or user churn in collaboration with relevant internal teams.
• Foster customer advocacy and facilitate testimonials and case studies.

Qualifications:

• 6+ years of experience in customer-facing roles, especially with C-level technical audiences in complex global organizations.
• Proven experience leading complex implementations of Generative AI or traditional ML solutions, with a focus on measurable business outcomes.
• Exceptional presentation and communication skills, particularly when engaging with executives and leaders.
• Strong problem-solving abilities and adeptness at managing multiple projects with effective prioritization.
• A humble attitude with a desire to help others and a commitment to learning new knowledge to ensure team and customer success.
• A solid track record of delivering and scaling exceptional customer experiences.
• A personal commitment to fostering the safe and ethical evolution of AI.

Preferred qualifications:

• 8+ years of customer success or similar experience, preferably with a technical enterprise product.
• 5+ years managing relationships with large, complex global organizations.
• Experience working with Global 1000 Enterprise customers and managing success programs.
• Strong relationship-building skills across matrixed organizations.
• Ability to proactively identify product pain points and customer needs.

Join us at Cohere to drive AI adoption and business transformation while making a measurable impact on our clients' success.

If some of the above doesn't line up perfectly with your experience, we still encourage you to apply! If you want to work really hard on a glorious mission with teammates that want the same thing, Cohere is the place for you.

We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities.

Full-time employees at Cohere enjoy these perks:

• An open and inclusive culture and work environment
• Work closely with a team on the cutting edge of AI research
• Weekly lunch stipend, in-office lunches & snacks
• Full health and dental benefits, including a separate budget to take care of your mental health
• 100% Parental Leave top-up for 6 months for employees based in Canada, the US, and the UK
• Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement
• Remote-flexible, offices in Toronto, New York, San Francisco and London and co-working stipend
• 6 weeks of vacation