VP of Services, Customer Success & Support

Cohere; Toronto, Montreal; Hybrid; CAD 803,000 - 951,000; Full time

Benefits offered by this job

Weekly lunch stipend

Health and dental benefits

RRSP matching / Pension

Parental leave top-up

Enrichment benefits stipend

6 weeks vacation

Office/remote travel budget

Home office stipend

Job summary

Cohere seeks an experienced VP of Services, Customer Success & Support to lead our post-sales teams and own business and technical relationships with key customers. The ideal candidate has a background in ML/AI and data engineering, with a track record of building scalable customer success programs.

You will drive product adoption, shape lifecycle processes, and collaborate with multiple internal teams to ensure a superior customer experience and sustained value delivery.

Qualifications

• 10+ years of leadership experience in customer success, support or services.
• Proven ability to manage post-sales relationships in AI/ML or data engineering contexts.
• Strong collaboration with both technical and non-technical stakeholders.

Responsibilities

• Drive product adoption and customer experience for major clients.
• Define the customer lifecycle and influence product roadmap.
• Lead and coach customer-facing teams to ensure exceptional service.
• Analyze customer data and feedback to identify trends and improvements.
• Improve the end-to-end customer journey and touchpoints across interactions.
• Advocate for customer needs in executive-level decisions and strategy.
• Collaborate with pre-sales, Product Management and ML Engineering teams.

Skills

Leadership

Customer Success

Stakeholder Management

Strategic Planning

Cross-Functional Collaboration

Data Analysis

Job description

Who are we?
Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products that are designed to solve real-world business problems.

Who are we?
Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products that are designed to solve real-world business problems.
We’re training and deploying frontier models for enterprises who are building AI systems. We believe that our work is instrumental to the widespread adoption of AI and we are looking for folks that want to be part of that.
We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. Cohere is a team of researchers, engineers, designers, and more, who are all passionate about their craft.
We are a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul. Join us!

Why this role?
Cohere seeks an experienced and passionate VP of Services, Customer Success & Support to lead our Customer Success and Support teams. In this role, you will be responsible for leading and developing a talented post-sales Customer Success and Support team, who are the primary owners of business and technical relationships with our customers. The ideal candidate will have a background leading post-sales teams in the ML/AI/Data Engineering industry.

In This Role You Will

• Drive product adoption and customer experience for our largest customers.
• Define the customer lifecycle including roles and responsibilities, handoffs, and workflow & influence the product roadmap.
• Lead customer-facing teams, including coaching sub-function leaders (Customer Success, Services, Technical Support) to ensure that all teams are aligned and focused on delivering an exceptional customer experience.
• Measure and analyze customer data to identify trends and areas for improvement, including analyzing customer feedback, support metrics, and other customer-related data to develop insights that can be used to improve the customer experience, troubleshoot issues and showcase Cohere’s value proposition.
• Enhance the customer journey, identifying the key touch points across interactions with customers and developing strategies to optimize each step of the journey.
• Champion the customer within the organization, advocating for the customer in all decision-making processes at the executive level to ensure that customer needs are taken into account when making strategic decisions.
• Collaborate and partner with other internal teams (pre-sales, Product Management, Machine Learning Engineerings) to ensure that the voice of the customer is represented in strategic decisions.

You May Be a Good Fit, If You Have

• 10+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services.
• Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infra industry.
• Proven experiences being highly focussed on customer needs, you're an amazing relationship builder and you can proactively spot opportunities to engage customers and build loyalty.
• An exceptional collaborative mindset and know how to engage and communicate with leadership and technical & non-technical stakeholders.
• Strong experience building strategy, a willingness to execute and build from the ground up & are always willing to dig deeper and jump in when it comes to our customers.

Full-Time Employees At Cohere Enjoy These Perks

• A weekly lunch stipend of $75/£75 or equivalent in your local currency for lunch.
• Full health and dental benefits, including a separate budget for mental health.
• RRSP matching, 401K, Pension Scheme.
• 100% Parental Leave top-up for up to 6 months, for either parent.
• Annual enrichment benefits:
  • Arts & culture, fitness/wellness, quality time, and a workspace improvement credit.
  • Education & learning stipend for conferences, courses, and coaching.
• 6 weeks of paid vacation (30 working days!)
• Budget for traveling to other offices if you are remote, plus an annual company offsite.

How And Where We Work

• Cohere is remote-friendly, but we also have offices in Toronto, London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul with more opening soon.
• For those in the office: a daily lunch program, plenty of snacks, and regular community and social events.
• For those not near an office: a co-working benefit so you can work alongside others in your city.
• Everyone receives a $500 home office stipend to set up your workspace properly.

We strive to create an inclusive work environment for all; we welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process, please submit an Accommodations Request Form, and we will work together to meet your needs.

We may use AI-enabled tools to screen and assess applicants against the criteria for this position. This helps our recruiters identify potentially qualified candidates, but it doesn't limit the applications our recruiters may review or consider.

Compensation Range: $570K - $675K