Job description

The Challenge

As a Customer Success Manager, you’ll play a key role in aligning our solutions with the strategic goals of our clients. Your mission will be to enhance one-to-many client engagement, increase product adoption, and improve satisfaction, all while building long-lasting, productive relationships.

With a consultative approach and as a trusted partner, you will guide our digital-first clients in making the most of our products by understanding usage and adoption trends, addressing gaps and sharing best practices. You’ll play a key role in enabling a strong customer outreach in a scalable way, ensuring they derive value from our product.

There won’t be any typical day in this position, but some priorities to focus on :

Deliver an exceptional experience to Coveo’s clients during their post-sale transition and throughout their lifetime journey.
Implement and manage our digital customer success strategy by applying technology-centric approaches to drive engagement and retention, and to consistently achieve measurable results.
Analyze customer data to identify trends and provide recommendations on improving customer experience, satisfaction, adoption and retention.
Work collaboratively to drive the creation of engaging content for one-to-many distribution to support adoption and satisfaction, and drive retention.
Apply creative approaches to resolve challenges, suggesting improvements to existing processes and frameworks to drive increased team efficiency and better outcomes for clients.
Help clients understand our features and capabilities by translating technical concepts into simple, accessible solutions.
Act as a domain expert (services, support, AI) and superuser of our products, while guiding clients toward achieving their goals, taking their context and priorities into account.
Advocate for client needs across departments with clarity and conviction to ensure quality and expected outcomes.

Your Profile

Among other things, we will be requiring:

Proven experience in the development and management of a digital touch customer outreach program, including leveraging your program and project management skills
Demonstrated ability to drive engagement, value outcomes, and adoption in a digital touch program
Excellent interpersonal, communication, and presentation skills, essential for building strong relationships with clients and teams.
Ability to collaborate across cross-functional teams and advocate for client needs with clarity and impact.
Strong analytical skills that allow you to turn complex data into compelling, understandable stories.
Proven consultative approach to customer management, focused on creating value.
Solid technological expertise and experience with enterprise software, especially in a SaaS environment.

What truly makes your profile stand out:

2+ years of experience in a similar customer success/experience role.
Experience with CRM tools (preferably Salesforce, Gainsight), as well as self-service solutions and support centers.
Combined customer success and experience management, especially with a digital focus, and program/project management experience will set you apart.
Experience managing a customer community and/or customer experience group is an asset.
Proficiency in business intelligence (BI) tools is a major asset.

We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the #CoveoLife!

We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.

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Required profile