Manager, Customer success

Coveo; Montreal; On-site; CAD 90,000 - 120,000; Full time

Benefits offered by this job

Endless development opportunities

Fun work environment

Culture that values growth

Job summary

A leading tech company is seeking a Manager, Customer Success in Montreal. This role involves leading and coaching a team of Customer Success Managers, ensuring a unified customer experience, and driving enterprise adoption. Ideal candidates should have over 8 years of SaaS experience and effective communication skills. The position offers opportunities for professional growth in a dynamic environment.

Qualifications

• 8+ years of SaaS customer adoption experience.
• 3+ years of experience leading Customer Success Managers.
• Proven ability to influence cross-functional initiatives.

Responsibilities

• Guide and coach a team of Customer Success Managers.
• Join customer meetings to ensure quality and consistency.
• Monitor team performance using dashboards and metrics.
• Collaborate closely with cross-functional teams for seamless handoffs.

Skills

Data-driven decision making

Storytelling with data

Customer Success Management

Empathetic communication

Collaboration with cross-functional teams

Job description

Join to apply for the Manager, Customer Success role at Coveo.

At Coveo, Customer Success is at the heart of our mission to deliver relevance at scale, transforming every customer interaction into a meaningful, value‑driven experience. As a Manager, Customer Success, you will lead, coach, and inspire a high‑performing team of Customer Success Managers (CSMs) responsible for guiding our customers toward impactful business outcomes.

Responsibilities

• Guide your team of CSMs with personalized coaching, strengths‑based development, and a culture of accountability and excellence.
• Join CSMs in customer meetings—including cadence calls, strategic checkpoints, and QBRs—to ensure quality, consistency, and a unified customer experience.
• Use customer health scores, data insights, and CS tooling to accelerate time‑to‑value, strengthen adoption, and uncover expansion opportunities.
• Monitor dashboards and key metrics to track team performance, address gaps, and prepare leadership‑ready performance reports.
• Identify, evaluate, and introduce new tools, processes, and best practices to improve team efficiency and scalability.
• Collaborate closely with cross‑functional partners—including Professional Services, Account Management, Sales, Product, and Support—to ensure seamless customer handoffs, aligned strategy, and a cohesive customer experience.
• Forecast team capacity and coverage to ensure balanced workloads and consistent customer experience.

Qualifications

• Data‑driven, autonomous, and motivated by team achievement rather than individual wins.
• Compelling storyteller with the ability to turn data and complex insights into clear, actionable narratives.
• Proven experience as a CSM, including direct success with enterprise SaaS customers.
• Consistently operate with a growth mindset, welcome feedback, and role‑model Coveo’s values every day.
• Inspire trust and action through clear, assertive, and empathetic communication.
• Collaborate fluently with both technical and non‑technical audiences and champion CS initiatives with Product, Marketing, and Sales.

What Will Make You Stand Out

• 8+ years of full‑cycle SaaS customer adoption experience.
• 3+ years leading CSMs, including direct management of enterprise accounts.
• Proven experience influencing cross‑functional initiatives and team‑wide performance.

About Coveo

What it’s like to work at Coveo: you’ll join a team of passionate people with an innovative mindset who constantly push the envelope. You’ll enjoy learning with the best, the empowerment of working on a complex product, and trust from leadership. Endless development opportunities, a fun work environment, and a culture that values your growth.

Location & Logistics

Position: Manager, Customer Success – Full‑time – Mid‑Senior level.

Location: Montreal, Quebec, Canada.