VP of Services, Customer Success & Support
C
CohereEnterprise AI
Location: Toronto; Secondary Locations: San Francisco, Canada, United States, New York; Workplace: RemoteFull-TimeVp
Salary$570K - $675K; $570K – $675K • Offers Equity; Canada: OTE $570K – $675K • Offers Equity
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Job Details
- Experience
- 10+ years of leadership experience
- Required Skills
- Artificial IntelligenceMachine LearningData engineeringCustomer SuccessSaaSTechnical support
Requirements
- Bring 10+ years of leadership experience developing high-performing teams in Customer Success, Technical Support, and Services.
- Have work experience in AI, ML, Data Engineering, Cloud, SaaS, or Tech Infra.
- Demonstrate a strong focus on customer needs and the ability to build customer relationships.
- Proactively identify opportunities to engage customers and build loyalty.
- Collaborate effectively with leadership and technical and non-technical stakeholders.
- Bring experience building strategy and willingness to execute and build from the ground up.
- Be willing to dig into customer issues and work directly to address them.
Responsibilities
- Lead and develop the post-sales Customer Success and Support team responsible for business and technical customer relationships.
- Drive product adoption and customer experience for the largest customers.
- Define the customer lifecycle, including roles, responsibilities, handoffs, and workflows.
- Influence the product roadmap and represent customer needs in strategic decisions.
- Lead customer-facing teams and coach leaders across Customer Success, Services, and Technical Support.
- Analyze customer feedback, support metrics, and other customer data to identify trends and opportunities for improvement.
- Develop insights from customer data to improve customer experience, troubleshoot issues, and demonstrate Cohere’s value proposition.
- Identify key customer touch points and develop strategies to optimize the customer journey.
- Advocate for customers in executive-level decision-making.
- Partner with pre-sales, Product Management, and Machine Learning Engineering to ensure the customer voice informs strategic decisions.
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