Senior Director, Strategic Customer Success

  • Montreal, Remote Canada, Texas
  • Customer Success
  • Full-time
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As our Senior Director, Strategic Customer Success, you will work proactively with our most strategic accounts to guarantee success on their journey to achieve 360 degree relevance with the use of our Coveo Relevance Cloud platform. You will also manage a team of Strategic Customer Success Managers and Customer Success Executives to lead and support them in achieving our customers greatest goals.

You will be on a mission to drive customer engagement and satisfaction ensuring they are getting maximum value from their Coveo investment. You will manage and mentor the team to ensure they are driving adoption, optimization and growth of our platform within these strategic accounts. You are experienced in delivering business value and maintaining healthy client relationships with strategic clients.

There won’t be any typical day in this position, but some priorities to focus on in terms of Customer Success:

  • Lead the strategic account planning for Coveo’s biggest client as it relates to maintaining the current business and identifying new opportunities for growth;
  • Deliver Executive Business reviews to key client stakeholders to ensure Coveo is delivering business value and customers are achieving their business outcomes;
  • Drive adoption of the platform and introduce new and existing features. Remove blockers and ensure a path to long term success;
  • Understand customer pain points to identify if cross sell and/or upsell opportunities exist;
  • Work with R&D and Product Management teams to identify improvements in product offerings, processes, systems and tools to solidify the relationship with the client(s);
  • Advocate the customer’s needs/issues internally, across departments;
  • Create customer advocates to generate strong references, referrals and case studies.

Plus, your management functions will maily lead you to focus on: 

  • Day-to-day management and coaching - Manage the day-to-day activities of the Strategic Customer Success team - managing escalations, removing roadblocks, developing individual skills, coaching and motivating the team;
  • Scaling team - Recruit, develop, and retain a team of Strategic Customer Success Managers focused on driving value-realization, adoption, and ultimately renewals;
  • Operational Processes - Design and implement best-practice processes to cost-effectively support all strategic accounts;
  • Tools - Ensure the effective use of our CS tools for documenting key client activities and sentiment;
  • Metrics - track metrics relevant to measuring customer health and Customer Success Manager performance; own Customer Retention/Churn and CSAT numbers.

Your Profile

To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and contribute in building a long-term relationship with multi billion dollar accounts. You also have to thrive in a dynamic, fast-paced environment yet highly rewarding culture.

Among other things, you will bring the following skills to the table:

  • Tech-savvy. Strong technical enterprise-level computer software background supporting customers in a SAAS environment, preferably in support or commerce platforms;
  • Strategic mindset. Experience in a relevant industry working in leading roles and/or owning projects within multi-billion dollar companies;
  • Strong functional consultative approach. 10+ years of experience in a customer success or solution consulting role;
  • Great experience leading customer-facing teams. 5-7 years of experience,  involving successfully building and managing in a B2B SaaS company;
  • Excellent communication skills. Ability to adjust communication style and level of detail based on the seniority of the audience;  
  • Strong interpersonal skills. Strong communication and presentation skills, along with an ability to work with a broad range of clients with varying skill sets;
  • Excellent relationship building skills, as you will be required to maintain and develop executive level relationships with clients;
  • Proficient with the CSM Methodology;
  • Ability to develop and inspire individual team members;
  • BA/BS degree (MBA preferred);
  • Bilingual (French and English), a plus!

We have a fit?

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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!