VP of Services, Customer Success & Support

Toronto, Remote. Posted 8 days ago

The role

You will lead and develop post-sales Customer Success and Support teams. You will drive product adoption and customer experience for large customers while influencing the product roadmap.

What you will do

Drive product adoption and customer experience for largest customers
Define the customer lifecycle including roles, responsibilities, handoffs, and workflow
Influence the product roadmap
Lead customer-facing teams and coach sub-function leaders
Measure and analyze customer data to identify trends and areas for improvement
Enhance the customer journey and optimize touch points
Champion the customer within the organization at the executive level
Collaborate with pre-sales, Product Management, and Machine Learning Engineering

Required qualifications

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
Amazing relationship builder
Exceptional collaborative mindset
Experience engaging and communicating with leadership and technical and non-technical stakeholders
Strong experience building strategy
Willingness to execute and build from the ground up

Benefits

Weekly lunch stipend of $75/£75 or equivalent
Full health and dental benefits
Separate budget for mental health
RRSP matching, 401K, Pension Scheme
100% Parental Leave top-up for up to 6 months
Annual enrichment benefits for arts & culture, fitness/wellness, quality time, and workspace improvement
Education & learning stipend for conferences, courses, and coaching
6 weeks of paid vacation
Budget for traveling to other offices if remote
Annual company offsite
Daily lunch program, snacks, and social events for those in office
Co-working benefit for those not near an office

About the company

Cohere is a leading security-first enterprise AI company that builds foundation AI models and end-to-end products. It is a global technology company headquartered in Toronto.