VP, AI Customer Success & Services (Remote-Friendly)

Cohere

United States

Hybrid

USD 260,000 - 380,000

Full time

4 days ago

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Benefits offered by this job

Lunch stipend

Health and dental benefits

RRSP matching

Parental Leave top-up

Enrichment benefits

Conferences & coaching stipend

6 weeks of paid vacation

Offsite travel & coworking support

Home office stipend

Job summary

Cohere is seeking an experienced VP of Services, Customer Success & Support to lead our post-sales Customer Success and Support teams. You will own business and technical relationships with enterprise customers and guide the customer journey across onboarding, adoption, and renewal.

The ideal candidate has 10+ years of leadership in CS/Support within AI/ML/Data Engineering, and a proven ability to build scalable programs, collaborate with product, and advocate for customers at the executive

Qualifications

10+ years of leadership experience in Customer Success, Technical Support or Services.
Proven ability to manage post-sales teams in AI/ML/Data Engineering environments.
Strong relationship-building and executive-level communication skills.

Responsibilities

Drive product adoption and customer experience for enterprise customers.
Define the customer lifecycle including roles, handoffs, and workflow; influence the product roadmap.
Lead customer-facing teams and coach sub-function leaders to align on exceptional customer experience.
Measure and analyze customer data to identify trends and opportunities for improvement.
Enhance the customer journey and optimize key touchpoints across interactions.