VP, Customer Success

Coveo Solutions Inc.; Toronto; On-site; CAD 150,000 - 250,000; Full time

Job summary

A leading technology company is seeking a Vice President of Customer Success to lead a global team. This role requires over 12 years of experience in Customer Success, ideally within SaaS environments, with a proven track record of driving customer retention and engagement. The position involves strategic leadership and collaboration across several departments. Candidates should be adept in tools like Salesforce and Gainsight. This role is office-based with some flexibility for remote work.

Qualifications

• 12+ years of experience in Customer Success or related leadership roles in high-growth SaaS.
• Proven track record leading global CS teams with significant revenue.
• Deep understanding of enterprise solutions and customer lifecycles.

Responsibilities

• Lead and scale a high-performing global Customer Success team.
• Define and execute a Customer Success strategy aligned with product-led vision.
• Accelerate customer adoption and retention through data-driven engagement.

Skills

Leadership in Customer Success

Data-driven engagement

Building relationships with enterprise executives

Operational excellence

Tools

Salesforce

Gainsight

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.

Absolutely! This is a question women and under-represented groups ask themselves more often than the rest of the population. Don't underestimate yourself, we are not looking for someone perfect but for someone who is motivated, capable and who will thrive in this position. Allow us to discover you!

In-person

This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.

Hybrid

Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.

Remote

We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.