Senior Technical Programs Manager

coveoen; Canada; Remote; CAD 120,000 - 170,000; Full time

Job summary

Coveo is seeking a Senior Technical Programs Manager to independently lead high-impact customer programs across North America, with a focus on Pacific Time customers. This role blends hands-on technical guidance with strategic program design and scale.

You will transform telemetry and customer data into actionable insights, onboard and enable customers, run health checks, and drive measurable value through webinars, Office Hours, and knowledge resources across our community.

Qualifications

• At least 5 years working with complex enterprise SaaS customers.
• Strong technical understanding of configurable software platforms and best practices.
• Experience designing, executing, and optimizing customer-facing programs with measurable outcomes.

Responsibilities

• Design and lead customer programs from strategy through execution, identifying segments, objectives, and delivering targeted engagements.
• Transform telemetry and customer data into actionable insights to improve customer outcomes.
• Act as a trusted technical adviser, guiding customers through technical decisions and collaborating with internal teams to resolve challenges.
• Lead onboarding, technical enablement, health checks, and strategic discussions connecting Coveo's capabilities to customers' objectives.
• Continuously improve program effectiveness by refining engagement strategies and establishing success measures for scalable impact.
• Extend expertise through webinars, Office Hours, and community resources to address recurring customer needs.

Skills

Enterprise SaaS experience

Technical advisory

Program management

Stakeholder management

Data analytics

Job description

Turn technical expertise into meaningful customer impact.

How can you help customers unlock more value from Coveo at scale? Our Technical Programs team combines product expertise, customer insights, and proactive engagement to help customers adopt, optimize, and evolve their use of our platform.

We're looking for a Senior Technical Programs Manager to independently lead high-impact customer programs across North America, with a particular focus on customers in the Pacific time zone. Open to candidates anywhere in Canada, this role combines hands-on technical guidance with the opportunity to shape how we engage customers at scale.

As our Senior Technical Programs Manager, you will:

• Design and lead customer programs from strategy through execution, identifying customer segments, defining objectives, and delivering targeted engagements that drive adoption and measurable value.
• Transform product telemetry and customer data into actionable insights, proactively identifying opportunities, anticipating challenges, and recommending solutions that improve customer outcomes.
• Act as a trusted technical advisor, navigating complex customer needs, providing practical product guidance, and collaborating with internal teams to resolve challenges.
• Lead customer onboarding, technical enablement, health checks, and strategic discussions, connecting Coveo's capabilities to customers' evolving business objectives.
• Continuously improve program effectiveness by refining engagement strategies, optimizing processes, and establishing success measures that support scalable, long-term impact.
• Extend your expertise across our customer base through webinars, Office Hours, and community resources, turning recurring customer needs into valuable learning opportunities.

Here is what will qualify you for the role:

• At least 5 years of experience working directly with complex enterprise customers in a software-as-a-service (SaaS) environment.
• Strong technical understanding of sophisticated, configurable software platforms, with the ability to independently guide customers through technical decisions and best practices.
• Demonstrated experience designing, executing, and optimizing customer-facing programs, managing complex priorities and delivering measurable outcomes with minimal oversight.
• Excellent analytical, communication, and stakeholder management skills, with the ability to translate technical insights into compelling recommendations for diverse audiences.

What will make you stand out:

• Experience leveraging product telemetry, usage analytics, or customer health indicators to drive proactive engagement strategies.
• A track record of improving customer engagement processes and scaling technical programs through innovative approaches.
• Experience facilitating strategic customer conversations, including quarterly business reviews, product roadmap discussions, or technical workshops.
• A natural ability to connect individual customer challenges to broader opportunities, influencing cross-functional teams and sharing expertise to elevate collective impact.

Join the Coveolife!

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

This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.

Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact [e-mail] to discuss your needs.