Senior Customer Success Manager, Service

  • Montreal (Province of Quebec, Canada)
  • Customer Success
  • Full-time
  • Remote or Hybrid
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Ready to take on an exciting challenge?

As a Senior Customer Success Manager (CSM), you will collaborate with our clients to ensure our solutions align with their strategic objectives. Your mission: enhance engagement, drive product adoption, increase satisfaction, and build customer advocacy.

By adopting a consultative approach, you’ll guide clients on best practices and solutions to achieve their goals while bridging skill gaps with our existing products or new capabilities.

There won’t be a typical day in this role, but here’s an overview of your priorities:

  • Provide an exceptional experience for Coveo’s business clients as they complete the sales process and transition to the customer success management team.

  • Enhance customer understanding by sharing information on new and existing features, translating complex concepts into simple, understandable solutions.

  • Act as a domain expert in services and support, search, AI, and a superuser of the product.

  • Develop a clear roadmap to help clients achieve their goals, considering their current situation and the best way forward based on their industry, context, and priorities.

  • Advocate for clients’ needs and concerns persuasively and concisely across Coveo’s departments to ensure quality service.

  • Understand clients’ objectives and expected outcomes, ensuring coordination with all relevant departments to meet their expectations.

What qualifies you for the role:

  • Strong interpersonal, communication, and presentation skills.

  • Excellent relationship-building abilities, as you’ll interact with cross-functional teams across the company to advocate for client needs.

  • Strong analytical skills with the ability to translate data into valuable stories.

  • A consultative approach to effective client management.

  • Deep knowledge of technology and solid experience with enterprise software to support clients in a Software-as-a-Service (SaaS) environment.

  • The ability to discuss technical concepts with senior executives.

What will make you stand out:

  • 5+ years of experience in a similar role focused on customer success or solution consulting.

  • 3+ years of experience using a Customer Relationship Management (CRM) software (preferably Salesforce) and self-service and support center solutions.•

  • Leadership experience in contact centers, technical support, knowledge management, or business operations will help set you apart.

  • Experience in deploying Software-as-a-Service (SaaS) solutions will also differentiate you.

  • Experience with Business Intelligence (BI) tools is a major asset!

  • Practical application of technical concepts understanding.

  • Experience with Salesforce, ServiceNow, Zendesk, or similar CRM software is a huge plus!

 

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! Send us your application, we want to know what you're all about!

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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.*
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Coveo is an inclusive employer who values D&I principles and is dedicated to be a self-aware employer. We are determined to ensure all candidates are treated with equity and fairness and that everyone gets an equal chance to access employment opportunities at Coveo.

Note that the following questions are entirely optional and, if you choose to answer, will not be linked to your name or job application. It will therefore not affect your application. The data will be aggregated and will serve reporting purposes only so we can measure the level of inclusivity of our hiring process and identify potential areas of improvement for our D&I hiring practice. For more information on the way we process your information, please refer to our Applicant and Candidate Privacy Notice.

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Coveo est un employeur inclusif qui respecte et valorise les principes de Diversité et Inclusion et est décidé à être une organisation consciente. Nous sommes déterminés à ce que tous les candidats soient traités de façon juste et équitable et disposent d'une chance égale d'accéder aux opportunités d'emploi chez Coveo.

Les questions suivantes sont totalement optionnelles et n'affecteront pas ton application. Les données seront agrégées et serviront à analyser le degré d'inclusivité de notre processus ainsi que des pistes d'améliorations potentielles dans notre pratique de Diversité et Inclusion. Pour plus d'information, merci de te référer à notre Avis de confidentialité pour les candidats et postulants.

 

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