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Customer Success Manager, Dynamic Touch
- Montreal (Province of Quebec, Canada)
- Customer Success
- Full-time
- Remote or Hybrid
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The Challenge
As a Customer Success Manager, you’ll play a key role in aligning our solutions with the strategic goals of our clients. Your mission will be to enhance one-to-many client engagement, increase product adoption, and improve satisfaction, all while building long-lasting, productive relationships.
With a consultative approach and as a trusted partner, you will guide our digital-first clients in making the most of our products by understanding usage and adoption trends, addressing gaps and sharing best practices. You’ll play a key role in enabling a strong customer outreach in a scalable way, ensuring they derive value from our product.
There won’t be any typical day in this position, but some priorities to focus on :
- Deliver an exceptional experience to Coveo’s clients during their post-sale transition and throughout their lifetime journey.
- Implement and manage our digital customer success strategy by applying technology-centric approaches to drive engagement and retention, and to consistently achieve measurable results.
- Analyze customer data to identify trends and provide recommendations on improving customer experience, satisfaction, adoption and retention.
- Work collaboratively to drive the creation of engaging content for one-to-many distribution to support adoption and satisfaction, and drive retention.
- Apply creative approaches to resolve challenges, suggesting improvements to existing processes and frameworks to drive increased team efficiency and better outcomes for clients.
- Help clients understand our features and capabilities by translating technical concepts into simple, accessible solutions.
- Act as a domain expert (services, support, AI) and superuser of our products, while guiding clients toward achieving their goals, taking their context and priorities into account.
- Advocate for client needs across departments with clarity and conviction to ensure quality and expected outcomes.
Your Profile
Among other things, we will be requiring:
- Proven experience in the development and management of a digital touch customer outreach program, including leveraging your program and project management skills
- Demonstrated ability to drive engagement, value outcomes, and adoption in a digital touch program
- Excellent interpersonal, communication, and presentation skills, essential for building strong relationships with clients and teams.
- Ability to collaborate across cross-functional teams and advocate for client needs with clarity and impact.
- Strong analytical skills that allow you to turn complex data into compelling, understandable stories.
- Proven consultative approach to customer management, focused on creating value.
- Solid technological expertise and experience with enterprise software, especially in a SaaS environment.
What truly makes your profile stand out:
- 2+ years of experience in a similar customer success/experience role.
- Experience with CRM tools (preferably Salesforce, Gainsight), as well as self-service solutions and support centers.
- Combined customer success and experience management, especially with a digital focus, and program/project management experience will set you apart.
- Experience managing a customer community and/or customer experience group is an asset.
- Proficiency in business intelligence (BI) tools is a major asset.
We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the #CoveoLife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
#LI-remote
Absolutely! This is a question women and under-represented groups ask themselves more often than the rest of the population. Don't underestimate yourself, we are not looking for someone perfect but for someone who is motivated, capable and who will thrive in this position. Allow us to discover you!
Coveo is a Quebec-based company, pioneer in AI-powered search and recommendations. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioral data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centers and intranets efficient, effortless, content-rich, thus boosting conversion.
If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. We love a good challenge, and we never say no to an opportunity to learn and develop new cutting-edge skills. Discover our values here
In-person
This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.
Hybrid
Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.
Remote
We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.
