VP of Services, Customer Success, Support

Job not on LinkedIn

🔥 7 minutes ago

🌐 Canada, United States – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote

💵 $570k - $675k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 22%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cohere

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

☁️ SaaS

Artificial Intelligence • Enterprise • SaaS

Cohere is a leading enterprise AI platform optimized for generative AI, search and discovery, and advanced retrieval. The company offers AI-powered applications designed to augment and elevate the global workforce, helping businesses thrive in the AI era. Cohere provides solutions such as embedding and reranking models, allowing enterprises to efficiently retrieve information and build powerful applications. The company offers flexible deployment options for enterprise-grade AI, on any cloud or on-premises, and provides extensive developer resources and support. Cohere is committed to scaling intelligence to serve humanity, making intelligence abundant, affordable, and accessible.

📋 Description

• Lead and develop the post-sales Customer Success and Support team • Drive product adoption and customer experience for the largest customers • Define the customer lifecycle, including roles, responsibilities, handoffs, and workflows, and influence the product roadmap • Lead customer-facing teams and coach Customer Success, Services, and Technical Support leaders • Measure and analyze customer data, feedback, support metrics, and related data to identify trends and improvement areas • Develop insights to improve customer experience, troubleshoot issues, and showcase Cohere’s value proposition • Enhance the customer journey by optimizing key customer-interaction touchpoints • Champion the customer at the executive level and advocate for customer needs in strategic decisions • Collaborate with pre-sales, Product Management, and Machine Learning Engineering teams to represent the customer voice

🎯 Requirements

• 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 experience focused on customer needs, relationship building, proactively spotting opportunities to engage customers and build loyalty • Exceptional collaborative mindset and ability to engage and communicate with leadership and technical and non-technical stakeholders • Strong experience building strategy, willingness to execute and build from the ground up, and willingness to dig deeper and jump in for customers

🏖️ Benefits

• A weekly lunch stipend of $75/£75 or equivalent in your local currency • 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 • Daily lunch program, snacks, and regular community and social events for those in the office • Co-working benefit for those not near an office • $500 home office stipend

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