Scaled Customer Success Manager

Canada
Customer Success
Full-time
Remote or Hybrid

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Empower digital-first clients to thrive with Coveo

Have you ever wondered how far great guidance and smart enablement can take a customer? As a Customer Success Manager for our Scaled program, you’ll build digital-first engagement models to boost adoption, drive retention and expansion across our customer base.

With a consultative mindset and a knack for identifying trends and opportunities, you’ll turn data into insight, insight into action, and action into lasting client success.

This is a dynamic environment where you’ll refine our one-to-many approach, create meaningful customer outreach, and ensure every user gains tangible value from our product ecosystem.

As our Customer Success Manager, you will:

Analyze product usage to identify trends, recommend improvements, and elevate satisfaction and value realization.
Simplify complex product capabilities into accessible guidance that helps clients reach their goals at scale.
Develop and execute strategies for digital channels, focusing on a 1:many approach that strengthens engagement and improve product understanding
Contribute to the improvement of scaled CS playbooks geared towards nurturing a large customer base.
Innovate our approach to tech, data and automation with Customer Success platforms like Gainsight, Salesforce, etc.

Here is what will qualify you for the role:

3+ years of customer success or customer experience managing a large customer base of 150+ customers.
Experience building and managing a scaled customer success program to drive engagement, adoption, and value outcomes in a digital-first environment.
Strong communication and interpersonal skills to build trust and influence stakeholders.
Analytical strengths enabling you to translate complex data into clear, compelling recommendations.
Strong command of Customer Success tools like Gainsight and Salesforce

What will make you stand out:

Industry knowledge of self-service solutions, or support centers.
Previous involvement in customer communities or customer experience programs.
Familiarity with business intelligence tools.

Do you think you can bring this role to life? Or add your own color?

You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.

Send us your application, we want to hear from you!

Join the Coveolife!

We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.

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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.

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Coveo is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability status, marital status, gender identity, or veteran status.

For more information regarding how we use your personal information as part of the recruitment process, please read our Applicant and Candidate Privacy Notice: https://www.coveo.com/en/company/legal/privacy/applicant-and-candidate-privacy-notice // Pour obtenir plus d'information concernant l'utilisation de vos données personnelles lors du processus de recrutement, veuillez consulter notre Déclaration de protection de la vie privée : https://www.coveo.com/fr/compagnie/legal/vie-privee/declaration-de-protection-de-la-vie-privee-des-candidats

The candidate's employment is contingent upon the successful completion of a background check. The candidate acknowledges that any conditional employment offer may be withdrawn, or employment terminated with cause, following the completion of an unsuccessful background check, whether such background check is completed before or after the employment start date.