Vice President Customer Success

Coveo; Montreal (administrative region); On-site; CAD 150,000 - 220,000; Full time

Job summary

A leading technology company in Montreal is seeking a Vice President of Customer Success. This role involves leading a high-performing global team, defining customer success strategies, and enhancing customer engagement. The ideal candidate will have over 12 years of experience in customer success or related fields, with a proven record in managing large-scale teams and driving measurable improvements in customer retention. The position offers a strategic voice within the company, focusing on innovation and customer-first philosophies.

Qualifications

• 12+ years of experience in Customer Success or related leadership roles, ideally in SaaS or enterprise environments.
• Experience leading global CS teams managing $100M–$500M+ revenue.
• Proven track record in driving retention and expansion.
• Deep understanding of complex enterprise solutions.
• Technical fluency with customer success tools.

Responsibilities

• Lead and scale a high-performing global Customer Success team.
• Define and execute a Customer Success strategy aligned with company vision.
• Accelerate customer adoption, retention, and expansion.
• Build trusted relationships with enterprise executives.
• Champion operational excellence with scalable processes.
• Inspire a customer-obsessed culture within the organization.

Skills

Customer Success leadership

Strategic vision

Operational excellence

Collaboration

Data-driven engagement

Relationship building

Customer-obsessed culture

Tools

Salesforce

Gainsight

Data and AI tools

Job description

Job Description

Shape the Next Chapter of Customer Success Excellence

Ready to redefine the future of Customer Success in an AI-powered world? At Coveo, we are powering over 700 organizations to transform their data into personalized, high-impact digital experiences. Powered by cutting-edge technology, a culture of innovation, and a global reach, Coveo is entering an exciting new chapter of growth.

We're looking for a visionary and strategic Vice President of Customer Success to lead and scale an international team of about 50 people across North America, Europe, and Asia-Pacific. You'll have a direct impact on customer success by combining strategic vision, operational excellence, and inspiring leadership.

What You'll Do

• Lead and scale a high-performing global Customer Success team, fostering accountability, collaboration, and innovation.
• Define and execute a world-class Customer Success strategy aligned with Coveo's AI-first, product-led vision.
• Accelerate customer adoption, retention, and expansion through data-driven engagement and value realization.
• Build trusted relationships with enterprise executives, driving advocacy and long-term partnership.
• Champion operational excellence through scalable processes, KPIs, and industry-leading tools such as Salesforce and Gainsight.
• Partner cross-functionally with Sales, Product, and Marketing to ensure a seamless, customer-first experience.
• Inspire a customer-obsessed culture that prioritizes impact, learning, and continuous improvement.
• Represent Customer Success as a strategic voice within Coveo's leadership team and with key customers.

What You'll Bring

• 12+ years of experience in Customer Success or related leadership roles, ideally within high-growth SaaS or enterprise software environments.
• Proven track record leading global CS teams at scale ($100M–$500M+ revenue).
• Experience owning end-to-end CS functions and driving measurable improvements in retention and expansion.
• Deep understanding of complex enterprise solutions and customer lifecycles.
• Technical fluency with CS tools and data infrastructure (e.g., Salesforce, Gainsight, Data and AI tools).
• Experience in CS transformation initiatives, including tool overhauls and community portal builds.
• Exposure to industries such as Commerce, Customer Experience, and Applied AI strongly preferred.

Send us your application, we want to know what you're all about!