VP of Services, Customer Success, Support
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Job Description
VP leading post-sales customer success, services, and technical support for Cohere’s enterprise AI platform. Driving adoption, customer experience, lifecycle strategy, and executive customer advocacy.
Responsibilities:
- Lead and develop the post-sales Customer Success and Support team
- Drive product adoption and customer experience for the largest customers
- Define the customer lifecycle, including roles, responsibilities, handoffs, and workflows, and influence the product roadmap
- Lead customer-facing teams and coach Customer Success, Services, and Technical Support leaders
- Measure and analyze customer data, feedback, support metrics, and related data to identify trends and improvement areas
- Develop insights to improve customer experience, troubleshoot issues, and showcase Cohere’s value proposition
- Enhance the customer journey by optimizing key customer-interaction touchpoints
- Champion the customer at the executive level and advocate for customer needs in strategic decisions
- Collaborate with pre-sales, Product Management, and Machine Learning Engineering teams to represent the customer voice
Requirements:
- 10+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services
- Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infra industry
- Proven experience focused on customer needs, relationship building, proactively spotting opportunities to engage customers and build loyalty
- Exceptional collaborative mindset and ability to engage and communicate with leadership and technical and non-technical stakeholders
- Strong experience building strategy, willingness to execute and build from the ground up, and willingness to dig deeper and jump in for customers
Benefits:
- A weekly lunch stipend of $75/£75 or equivalent in your local currency
- Full health and dental benefits, including a separate budget for mental health
- RRSP matching, 401K, Pension Scheme
- 100% Parental Leave top-up for up to 6 months, for either parent
- Annual enrichment benefits: arts & culture, fitness/wellness, quality time, and a workspace improvement credit
- Education & learning stipend for conferences, courses, and coaching
- 6 weeks of paid vacation (30 working days)
- Budget for traveling to other offices if you are remote, plus an annual company offsite
- Daily lunch program, snacks, and regular community and social events for those in the office
- Co-working benefit for those not near an office
- $500 home office stipend
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