Customer Success Manager

\u003cp style=\"min-height:1.5em\"\u003e\u003cstrong\u003eWho are we?\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eOur mission is to scale intelligence to serve humanity. We’re training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eWe obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eCohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eJoin us on our mission and shape the future!\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eAbout the Company:\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eCohere’s Customer Success team is committed to partnering with customers to unlock business value through the deployment of our advanced Language Learning Model (LLM). Our clients range from early-stage startups to established global enterprises, and we view every interaction as an opportunity to inspire and enhance their AI journey.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eAbout the Role:\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003eWe 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.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eKey Responsibilities:\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Deliver outstanding customer outcomes, demonstrated through successful product deployments, increased adoption, and high customer satisfaction levels.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Define and manage structured onboarding and deployment projects for various Cohere products, ensuring seamless adoption and measurable success.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Provide change management expertise to guide organizations through the adoption journey and maximize the impact of our solutions.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Codify best practices, guides, and FAQs based on customer interactions.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Gather customer feedback, identify trends, and communicate insights to internal stakeholders for product planning considerations.\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Collaborate with the Sales team for smooth handoffs between pre- and post-sale processes and for ongoing relationship management.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Travel approximately 15% of the time to build strong customer relationships and understand their business goals.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Create and execute customer success plans outlining goals, challenges, KPIs, and timelines.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Advocate for customers internally, ensuring their needs are met within product development and organizational strategies.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Identify and address at-risk renewals or user churn in collaboration with relevant internal teams.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Foster customer advocacy and facilitate testimonials and case studies.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eQualifications:\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- 6+ years of experience in customer-facing roles, especially with C-level technical audiences in complex global organizations.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Full professional fluency in English and Arabic is required.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Proven experience leading complex implementations of Generative AI or traditional ML solutions, with a focus on measurable business outcomes.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Exceptional presentation and communication skills, particularly when engaging with executives and leaders.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Strong problem-solving abilities and adeptness at managing multiple projects with effective prioritization.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- A humble attitude with a desire to help others and a commitment to learning new knowledge to ensure team and customer success.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- A solid track record of delivering and scaling exceptional customer experiences.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- A personal commitment to fostering the safe and ethical evolution of AI.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003ePreferred Qualifications:\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- 8+ years of customer success or similar experience, preferably with a technical enterprise product.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- 5+ years managing relationships with large, complex global organizations.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Experience working with Global 1000 Enterprise customers and managing success programs.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Strong relationship-building skills across matrixed organizations.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e- Ability to proactively identify product pain points and customer needs.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eJoin us at Cohere to drive AI adoption and business transformation while making a measurable impact on our clients’ success.\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cp style=\"min-height:1.5em\"\u003eIf some of the above doesn’t line up perfectly with your experience, we still encourage you to apply! If you want to work really hard on a glorious mission with teammates that want the same thing, Cohere is the place for you.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eWe value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process, please submit an Accommodations Request Form https://docs.google.com/forms/d/12a6IrLdF3kI2nonKSr4tiFuz18rLQbaeYV-JM9L4o9Q/edit, and we will work together to meet your needs.\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003cstrong\u003eFull-Time Employees at Cohere enjoy these Perks:\u003c/strong\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e🤝 An open and inclusive culture and work environment \u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e🧑‍💻 Work closely with a team on the cutting edge of AI research \u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e🍽 Weekly lunch stipend, in-office lunches \u0026amp; snacks\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e🦷 Full health and dental benefits, including a separate budget to take care of your mental health \u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e🐣 100% Parental Leave top-up for 6 months for employees based in Canada, the US, and the UK\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e🎨 Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e🏙 Remote-flexible, offices in Toronto, New York, San Francisco and London and co-working stipend\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e✈️ 6 weeks of vacation\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003cem\u003eNote: This post is co-authored by both Cohere humans and Cohere technology.\u003c/em\u003e\u003c/p\u003e\u003cp style=\"min-height:1.5em\"\u003e\u003c/p\u003e