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An influential leader propelling a stellar Customer Success team to new heights
As the VP of Customer Success at Coveo, you will lead and scale our dedicated Customer Success team. Reporting directly to the Chief Customer Officer, you will hold a pivotal role within our leadership team, driving the development and implementation of customer-centric strategies that seamlessly align with our company's OKRs.
Customer centricity lies at the core of our values, and fostering this mindset will be achieved through collaborative efforts. Working closely with Sales, Marketing and Product teams, you will optimize the customer journey, ensuring a holistic approach that contributes significantly to the overall success of the company.
The ideal candidate will showcase a unique blend of inspiring leadership, an unwavering customer-centric focus, exceptional business acumen, and an unyielding passion for delivering extraordinary customer experiences.
Your impact:
- Leadership: Build, mentor and lead a high performing CS team, with 5-6 direct reports, and overseeing a global team of ~60 professionals. Providing guidance and support on how to best manage key stakeholders working with a complex and powerful solution will be key!
- Strategy: Continuously improve and innovate customer success programs to drive customer adoption, value, loyalty, expansion and advocacy.
- Customer Engagement: Establish and maintain strong relationships with key customers to ensure their success and satisfaction, effectively manage escalations and ultimately generate tangible business outcomes.
- Operational Success: Implement processes and systems to measure and analyze customer success metrics, such as retention rates and customer satisfaction scores.
- Cross-team innovation: Collaborate with cross functional teams, including sales, marketing and product, to ensure a seamless customer experience throughout the customer journey.
- Customer Success Culture: Promote a customer-first culture within the organization, fostering a deep understanding of customer needs and ensuring their success is a top priority.
Sounds like a match? Here’s what we’re looking for
- 15+ years of experience in customer success management or related roles.
- Proven track record of managing and scaling customer success teams working with complex and sophisticated Enterprise clients.
- Experience achieving operational excellence by driving strategic touch points with customers to impact key CS KPIs (GRR, NRR, NPS, CSILs) . Having used tools such as Salesforce, Gainsight and Chorus.io will be a huge asset.
- Strong business acumen with the ability to align customer success strategies with overall business goals.
- Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams.
- Data-driven mindset, capable of leveraging metrics to make informed decisions and drive improvements.
- Demonstrated success in scaling and managing customer success operations.
What would make you stand out
- Experience scaling teams throughout rapid growth and key phases of change.
- Experience in Applied AI or working with a highly technical solution with Enterprise customers.
Join the Coveolife!
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.
