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Senior Customer Experience Program Manager (1-year fixed term)
- Canada; Montreal (Province of Quebec, Canada); Quebec City (Province of Quebec, Canada)
- Customer Success
- Hybrid
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Drive scalable customer experiences that create lasting impact.
What if your next role allowed you to shape how customers engage, learn, and grow at scale? As part of Coveo’s Customer Experience organization, you’ll help deliver customer programs that strengthen engagement, accelerate adoption, and elevate the post-sale experience across our global customer base.
You’ll work alongside cross-functional teams to bring customer initiatives to life, from community engagement and Voice of Customer programs to scalable digital experiences. If you enjoy building structure in fast-moving environments and collaborating across teams, this role is for you.
As our Senior Customer Experience Program Manager, you will:
- Execute and scale customer engagement programs across the post-sale journey through webinars, office hours, digital touchpoints, and other one-to-many initiatives.
- Support and evolve the Coveo Connect community experience by enabling scalable self-service resources, customer engagement programs, and peer-to-peer interactions.
- Partner cross-functionally with Technical Programs Managers, Customer Lifecycle Managers, Customer Experience Operations, Marketing, Product, and Support to deliver aligned customer experiences.
- Coordinate communications, timelines, workflows, dependencies, and operational readiness across customer engagement initiatives.
- Support Voice of Customer (VoC) initiatives through feedback collection, insights synthesis, reporting, and follow-up coordination.
- Monitor program performance metrics and contribute to continuous improvement through process, reporting, tooling, and workflow optimization.
Here is what will qualify you for the role:
- 5+ years of experience in Customer Experience, Customer Success Programs, Program Management, Customer Marketing, or related customer-facing roles in a software-as-a-service (SaaS) environment.
- Experience executing cross-functional customer engagement programs in a business-to-business (B2B) environment.
- Strong project and program management skills with the ability to manage multiple initiatives simultaneously.
- Experience working with customer engagement platforms, customer relationship management (CRM) systems, survey tools, and reporting dashboards.
What will make you stand out:
- Experience supporting customer communities, self-service experiences, and scaled engagement programs.
- Familiarity with digital customer success, customer lifecycle management, and software adoption strategies.
- Experience supporting Voice of Customer initiatives and translating customer feedback into actionable insights.
- Proven ability to collaborate effectively with cross-functional and customer-facing technical teams.
Do you think you can bring this role to life? 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.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo.com to discuss your needs.
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.
