Head of Customer Success & Services — AI/ML

Jaide Health; San Francisco (CA); Hybrid; USD 250,000 - 450,000; Full time

Benefits offered by this job

Lunch stipend

Health and dental benefits

RRSP matching / 401K

Parental Leave top-up

Enrichment benefits

Paid vacation

Travel budget for offices

Home office stipend

Job summary

Cohere is seeking a VP of Services, Customer Success & Support to lead our post-sales Customer Success and Support teams. You will own business and technical relationships with customers and guide a team with a strong ML/AI background.

Ideal candidates bring 10+ years of leadership in customer-focused roles, experience across AI/ML and cloud environments, and a track record of building scalable customer strategies while mentoring leaders and collaborating with product, pre-sales, and engineering

Qualifications

• 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.

Responsibilities

• 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.

Skills

Leadership

Customer Success

Strategic Planning

Cross-functional Collaboration

Mentoring

Job description

Cohere is seeking a VP of Services, Customer Success & Support to lead our post-sales Customer Success and Support teams. You will own business and technical relationships with customers and guide a team with a strong ML/AI background.

Ideal candidates bring 10+ years of leadership in customer-focused roles, experience across AI/ML and cloud environments, and a track record of building scalable customer strategies while mentoring leaders and collaborating with product, pre-sales, and engineering