VP of Services, Customer Success, Support

This is a fully remote position, open to applicants in Canada, +1 more country.

📋 Description

• Lead and cultivate the post-sales Customer Success and Support team.

• Enhance product adoption and customer experiences for our largest clients.

• Establish the customer lifecycle, encompassing roles, responsibilities, handoffs, and workflows, while influencing the product roadmap.

• Direct customer-facing teams and mentor leaders in Customer Success, Services, and Technical Support.

• Assess and analyze customer data, feedback, support metrics, and related information to pinpoint trends and areas for improvement.

• Generate insights that enhance the customer experience, resolve issues, and highlight Cohere’s value proposition.

• Improve the customer journey by refining key interaction touchpoints.

• Represent the customer at the executive level and advocate for their needs in strategic decision-making.

• Collaborate with pre-sales, Product Management, and Machine Learning Engineering teams to amplify the customer voice.

⛳️ Requirements

• Over 10 years of leadership experience in developing high-performing teams in Customer Success, Technical Support, and Services.

• Professional background in the AI, ML, Data Engineering, Cloud, SaaS, or Tech Infrastructure sectors.

• Demonstrated experience prioritizing customer needs, building relationships, and proactively identifying opportunities to engage customers and foster loyalty.

• Exceptional collaborative mindset with the ability to engage and communicate effectively with both leadership and technical/non-technical stakeholders.

• Strong strategic planning experience, readiness to execute and build from the ground up, along with a proactive approach to addressing customer needs.

🏝️ Benefits

• A weekly lunch stipend of $75/£75 or its equivalent in local currency.

• Comprehensive health and dental benefits, including an additional budget for mental health support.

• RRSP matching, 401K, and Pension Scheme.

• 100% Parental Leave top-up for up to 6 months, applicable to either parent.

• Annual enrichment benefits covering arts & culture, fitness/wellness, quality time, and workspace improvement credit.

• Education and learning stipend for conferences, courses, and coaching opportunities.

• Six weeks of paid vacation (equivalent to 30 working days).

• Budget for travel to other offices for remote employees, plus an annual company offsite.

• Daily lunch program, along with snacks and regular community and social events for on-site employees.

• Co-working benefit for those located away from an office.

• $500 home office stipend.