Scaled Customer Success Manager

Coveo; Canada; On-site; CAD 70,000 - 90,000; Full time

Job summary

A technology firm in Canada is looking for a Customer Success Manager to enhance digital-first engagement and drive client retention. You'll analyze product usage, simplify guidance, and innovate customer outreach strategies. The ideal candidate has over 3 years of experience managing large customer bases, strong analytical skills, and familiarity with tools like Gainsight and Salesforce. This full-time position offers a dynamic environment for professional growth within an innovative company.

Qualifications

• 3+ years in customer success or customer experience with a large customer base.
• Experience in managing a scaled customer success program.
• Ability to translate complex data into recommendations.

Responsibilities

• Analyze product usage to identify trends and improve satisfaction.
• Simplify complex product capabilities for clients.
• Execute strategies for digital channels enhancing engagement.

Skills

Customer success management

Analytical skills

Strong communication

Interpersonal skills

Engagement strategies

Tools

Gainsight

Salesforce

Job description

Empower digital‑first clients to thrive with Coveo.

As a Customer Success Manager for our Scaled program, you’ll build digital‑first engagement models to boost adoption, drive retention and expansion across our customer base.

With a consultative mindset and a knack for identifying trends and opportunities, you’ll turn data into insight, insight into action, and action into lasting client success. This dynamic environment will allow you to refine our one‑to‑many approach, create meaningful customer outreach, and ensure every user gains tangible value from our product ecosystem.

Responsibilities

• Analyze product usage to identify trends, recommend improvements, and elevate satisfaction and value realization.
• Simplify complex product capabilities into accessible guidance that helps clients reach their goals at scale.
• Develop and execute strategies for digital channels, focusing on a 1:many approach that strengthens engagement and improves product understanding.
• Contribute to the improvement of scaled CS playbooks geared towards nurturing a large customer base.
• Innovate our approach to tech, data and automation with Customer Success platforms like Gainsight, Salesforce, etc.

Qualifications

• 3+ years of customer success or customer experience managing a large customer base of 150+ customers.
• Experience building and managing a scaled customer success program to drive engagement, adoption, and value outcomes in a digital‑first environment.
• Strong communication and interpersonal skills to build trust and influence stakeholders.
• Analytical strengths enabling you to translate complex data into clear, compelling recommendations.
• Strong command of Customer Success tools like Gainsight and Salesforce.

What will make you stand out

• Industry knowledge of self‑service solutions or support centers.
• Previous involvement in customer communities or customer experience programs.
• Familiarity with business intelligence tools.

Do you think you can bring this role to life? Or add your own color?

Send us your application, we want to hear from you!

Join the Coveolife!

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

Seniority level: Associate. Employment type: Full‑time. Job function: Project Management, Marketing, Consulting. Industries: Software Development and IT System Custom Software Development.