Senior Manager, Customer Success

  • Montréal
  • Customer Success
  • Full-time
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The Challenge

Customer Success at Coveo is delivering an exceptional experience by unlocking business relevance at scale. In this role, you will lead a team of CSMs towards achieving strategic objectives and key results. The senior manager will support the director in growth initiatives by providing direct feedback to team members, cross collaborate with other teams, and organize skill building activities to continuously raise the bar. The senior manager will regularly review dashboards and reporting, assert clean data in our CS tools, as well as prepare and deliver performance reports to management. 

Not every day is the same, but here is an overview of your day to day: 

  • Lead your team of CSMs towards our objectives with personalized coaching and strengths driven performance management  
  • Join CSMs in client engagements to ensure consistency and quality in delivering cadence calls, healthchecks, and executive business reviews. (Combination of live participation with clients and review of call recordings) 
  • You will support with recruitment of new candidates and onboard/train new team members
  • You will refine our team’s hard and soft skill development through weekly coaching, active listening, and direct feedback adapted to your CSMs skill level 
  • Leverage our customer health scores, reports and CS tools to work with CSMs and leadership to accelerate customer journeys towards first time to value, and drive adoption and expansion of customer footprints with Coveo 
  • You will proactively collaborate with our product marketing team to reinforce consistent messaging and product alignment at every customer interaction
  • You will ensure consistent use of our tech stack by all team members, validating that we are collecting clear and reliable data 
  • You will bring forth new ideas, tools and mechanisms to operationalize our vision and enable professional growth
  • You will be responsible to solution customer escalations with the help of your director and document actions taken and progress towards resolution

Who you are:

  • You are data driven and autonomous in hitting your personal goals. You have a passion for collective team success rather than your own personal victories 
  • You have serious accomplishments as a former CSM and are credible in your own right as well as effective in influencing the performance culture of large teams 
  • You have a growth mindset, you are open to direct feedback from your peers, and you consistently embody our values 
  • You are an exceptional storyteller and have the ability to weave raw data and complex insights into a compelling and actionable presentation (written and verbal) 
  • You are passionate, assertive, and engaged communicator 
  • 5+ years of end-to-end SaaS adoption experience 
  • 2+ years experience in a management role supporting CSMs and enterprise customers
  • Ability to work with both technical and non-technical individuals
  • Active involvement in your customer success community 

What is it like to work at Coveo? You’ll join a team of passionate people with an innovative mindset who constantly push the envelope. You’ll enjoy learning with the best, the empowerment of working on a complex product and trust from leadership. You’ll stay for endless development opportunities; we sweat it off at work and know how to have fun (Virtual Happy Hour, anyone?).
Join the #CoveoLife

What is Coveo?

Coveo makes business personal. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioural data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centres and intranets efficient, effortless, content-rich, thus boosting conversion. Coveo is also embedded in many leading business applications from vendors including Microsoft Dynamics, Salesforce, ServiceNow, Sitecore, Xero and more.

What is it like to work at Coveo?

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. This is also why Coveo was named Employer of the year AND Company of the year 2019 by the Quebec Chamber of Commerce!