Description
Cohere is seeking an exceptional Customer Success Manager with deep expertise in the Canadian public sector and defence landscape to lead strategic government accounts.
This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of government and defence organizations. You will be the trusted advisor and strategic partner for Canadian federal departments, provincial agencies, Crown corporations, defence organizations, and healthcare systems as they navigate the complex journey of AI adoption.
Strategic Customer Partnership:
- Own the success, adoption, and growth of Cohere's Canadian public sector and defence customers
- Build deep, trusted relationships with senior government stakeholders
- Develop comprehensive success plans tailored to each organization's mission, digital strategy, budget cycles, and unique constraints
- Serve as the primary point of contact and executive sponsor for your accounts
- Define and track success metrics aligned with public sector priorities
AI Adoption & Implementation Leadership:
- Guide customers through the full lifecycle of AI adoption
- Lead secure AI implementation projects in complex government environments
- Navigate the unique challenges of public sector AI adoption
- Create and execute change management strategies to drive user adoption and value realization
- Conduct regular executive business reviews with senior stakeholders
Compliance & Risk Management:
- Ensure all implementations meet Canadian government security protocols
- Navigate privacy and compliance requirements
- Lead or support Algorithmic Impact Assessments and responsible AI governance processes
- Develop risk mitigation strategies for AI deployments
Customer Advocacy & Product Influence:
- Serve as the voice of public sector and defence customers within Cohere
- Provide strategic feedback to Product and Engineering teams
- Contribute to the development of public sector-specific offerings
- Share customer insights to inform Cohere's public sector go-to-market strategy
Cross-Functional Collaboration:
- Partner with Sales to support expansion opportunities
- Coordinate with Solutions Architects and Forward Deployed Engineers on technical implementation
- Work with Legal, Security, and Compliance teams to navigate complex procurement and regulatory requirements
- Collaborate with Marketing on thought leadership content and public sector community building
Requirements:
- 8+ years of experience in customer success, account management, strategic consulting, or technology delivery roles
- At least 3-5 years working directly with the Canadian government, defence, or healthcare organizations
- Proven track record of managing complex, strategic accounts
- Experience leading AI/ML, cloud, or enterprise software implementations in secure or highly regulated environments
- Active Top Secret security clearance
Nice to Have:
- Bilingual (English/French) proficiency
- 3+ years specifically managing GenAI, LLM, or conversational AI implementations
- Experience with specific Canadian public sector digital transformation initiatives
- Direct experience working with Canadian defence, intelligence, public safety, or national security organizations
- Professional certifications: CSM, PMP, ITIL, or Canadian government-specific security training
Perks:
- A weekly lunch stipend of $75
- Full health and dental benefits
- RRSP matching, 401K, Pension Scheme
- 100% Parental Leave top-up for up to 6 months
- Annual enrichment benefits
- 6 weeks of paid vacation
- Budget for traveling to other offices
Work Environment:
- Cohere is remote-friendly, but has offices in Toronto, London, New York City, San Francisco, Montreal, Paris, Berlin, and Seoul
- Daily lunch program, snacks, and community events in office
- Co-working benefit for remote workers
- $500 home office stipend