VP of Customer Success & Services (AI/ML Enterprise)

Cohere; New York (NY); Hybrid; USD 180,000 - 260,000; 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 to other offices / offsite

Home office stipend

Job summary

Cohere is seeking a VP of Services, Customer Success & Support to lead post-sales teams and own the customer relationships for our largest clients. You will drive product adoption, define lifecycle processes, and ensure an exceptional experience across the customer journey.

Collaborate with pre-sales, Product Management, and Machine Learning Engineering to represent customer voice at the executive level and shape strategic decisions.

Qualifications

• 10+ years of leadership experience in CS, Technical Support and Services.
• Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infra industry.
• Proven focus on customer needs and strong relationship-building abilities.
• Collaborative mindset with ability to engage leadership and technical/non-technical stakeholders.
• Experience building strategy and executing initiatives from the ground up.

Responsibilities

• Drive product adoption and customer experience for our largest 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 and deliver exceptional customer experience.
• Analyze customer data to identify trends and inform improvements.
• Enhance the customer journey across key touchpoints and optimize each step.
• Advocate for the customer in executive decisions and coordinate with internal teams.

Skills

Leadership

Customer Success

Strategic thinking

Stakeholder management

Data-driven

AI/ML industry experience

Job description

Cohere is seeking a VP of Services, Customer Success & Support to lead post-sales teams and own the customer relationships for our largest clients. You will drive product adoption, define lifecycle processes, and ensure an exceptional experience across the customer journey.

Collaborate with pre-sales, Product Management, and Machine Learning Engineering to represent customer voice at the executive level and shape strategic decisions.