VP of Services, Customer Success & Support

Cohere seeks an experienced and passionate VP of Services, Customer Success & Support to lead our Customer Success and Support teams.

In this role, you will be responsible for leading and developing a talented post-sales Customer Success and Support team, who are the primary owners of business and technical relationships with our customers.

Responsibilities:

• Drive product adoption and customer experience for our largest customers.
• Define the customer lifecycle including roles and responsibilities, handoffs, and workflow & influence the product roadmap.
• Lead customer-facing teams, including coaching sub-function leaders (Customer Success, Services, Technical Support) to ensure that all teams are aligned and focused on delivering an exceptional customer experience.
• Measure and analyze customer data to identify trends and areas for improvement, including analyzing customer feedback, support metrics, and other customer-related data to develop insights that can be used to improve the customer experience, troubleshoot issues and showcase Cohere’s value proposition.
• Enhance the customer journey, identifying the key touch points across interactions with customers and developing strategies to optimize each step of the journey.
• Champion the customer within the organization, advocating for the customer in all decision-making processes at the executive level to ensure that customer needs are taken into account when making strategic decisions.
• Collaborate and partner with other internal teams (pre-sales, Product Management, Machine Learning Engineerings) to ensure that the voice of the customer is represented in strategic decisions.

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 experiences being highly focussed on customer needs, you're an amazing relationship builder and you can proactively spot opportunities to engage customers and build loyalty.
• An exceptional collaborative mindset and know how to engage and communicate with leadership and technical & non-technical stakeholders.
• Strong experience building strategy, a willingness to execute and build from the ground up & are always willing to dig deeper and jump in when it comes to our customers.

Benefits:

• A weekly lunch stipend of $75 or equivalent in your local currency for lunch.
• 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.