# VP of Services, Customer Success & Support

**Company**: Cohere
**Location**: Toronto, Ontario
**Work arrangement**: remote
**Experience**: executive
**Job type**: full-time
**Salary**: $570K - $675K
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://jobs.ashbyhq.com/cohere/068e9b49-e22b-493c-824f-0cc52840c80c?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/vp-of-services-customer-success-and-support-c8098066-ced/

## Description

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.

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- AI
- ML
- Data Engineering
- Cloud
- SaaS
- Tech Infra
- Customer Success
- Technical Support
- Services

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/cohere/068e9b49-e22b-493c-824f-0cc52840c80c?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)