Customer Success Manager

Cohere

About the Role:

We are seeking an experienced Customer Success Manager to join our dynamic team. In this role, you will engage with a diverse range of Enterprise customers, guiding them through complex implementations of Cohere's solutions to drive adoption and maximize value. You will work collaboratively with Sales, Product, Marketing, Partnerships, and Engineering teams to ensure exceptional outcomes for our customers.

Key Responsibilities:

- Deliver outstanding customer outcomes, demonstrated through successful product deployments, increased adoption, and high customer satisfaction levels.

- Define and manage structured onboarding and deployment projects for various Cohere products, ensuring seamless adoption and measurable success.

- Provide change management expertise to guide organizations through the adoption journey and maximize the impact of our solutions.

- Codify best practices, guides, and FAQs based on customer interactions.

- Gather customer feedback, identify trends, and communicate insights to internal stakeholders for product planning considerations.

- Collaborate with the Sales team for smooth handoffs between pre- and post-sale processes and for ongoing relationship management.

- Travel approximately 15% of the time to build strong customer relationships and understand their business goals.

- Create and execute customer success plans outlining goals, challenges, KPIs, and timelines.

- Advocate for customers internally, ensuring their needs are met within product development and organizational strategies.

- Identify and address at-risk renewals or user churn in collaboration with relevant internal teams.

- Foster customer advocacy and facilitate testimonials and case studies.

Qualifications:

- 6+ years of experience in customer-facing roles, especially with C-level technical audiences in complex global organizations.

- Full professional fluency in English and Arabic is required.

- Proven experience leading complex implementations of Generative AI or traditional ML solutions, with a focus on measurable business outcomes.

- Exceptional presentation and communication skills, particularly when engaging with executives and leaders.

- Strong problem-solving abilities and adeptness at managing multiple projects with effective prioritization.

- A humble attitude with a desire to help others and a commitment to learning new knowledge to ensure team and customer success.

- A solid track record of delivering and scaling exceptional customer experiences.

- A personal commitment to fostering the safe and ethical evolution of AI.

Preferred Qualifications:

- 8+ years of customer success or similar experience, preferably with a technical enterprise product.

- 5+ years managing relationships with large, complex global organizations.

- Experience working with Global 1000 Enterprise customers and managing success programs.

- Strong relationship-building skills across matrixed organizations.

- Ability to proactively identify product pain points and customer needs.