[Hiring] VP of Services, Customer Success & Support @Cohere

Role Description

Cohere seeks an experienced and passionate VP of Services, Customer Success & Support to lead our Customer Success and Support teams. In this role, you will be responsible for leading and developing a talented post-sales Customer Success and Support team, who are the primary owners of business and technical relationships with our customers.

The ideal candidate will have a background leading post-sales teams in the ML/AI/Data Engineering industry.

In this role you will:

• Drive product adoption and customer experience for our largest customers.
• Define the customer lifecycle including roles and responsibilities, handoffs, and workflow & influence the product roadmap.
• Lead customer-facing teams, including coaching sub-function leaders (Customer Success, Services, Technical Support) to ensure that all teams are aligned and focused on delivering an exceptional customer experience.
• Measure and analyze customer data to identify trends and areas for improvement, including analyzing customer feedback, support metrics, and other customer-related data to develop insights that can be used to improve the customer experience, troubleshoot issues and showcase Cohere’s value proposition.
• Enhance the customer journey, identifying the key touch points across interactions with customers and developing strategies to optimize each step of the journey.
• Champion the customer within the organization, advocating for the customer in all decision-making processes at the executive level to ensure that customer needs are taken into account when making strategic decisions.
• Collaborate and partner with other internal teams (pre-sales, Product Management, Machine Learning Engineerings) to ensure that the voice of the customer is represented in strategic decisions.

Qualifications

• 10+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services.
• Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infra industry.
• Proven experiences being highly focussed on customer needs, you're an amazing relationship builder and you can proactively spot opportunities to engage customers and build loyalty.
• An exceptional collaborative mindset and know how to engage and communicate with leadership and technical & non-technical stakeholders.
• Strong experience building strategy, a willingness to execute and build from the ground up & are always willing to dig deeper and jump in when it comes to our customers.

Benefits

• A weekly lunch stipend of $75/£75 or equivalent in your local currency for lunch.
• Full health and dental benefits, including a separate budget for mental health.
• RRSP matching, 401K, Pension Scheme.
• 100% Parental Leave top-up for up to 6 months, for either parent.
• Annual enrichment benefits: Arts & culture, fitness/wellness, quality time, and a workspace improvement credit.
• Education & learning stipend for conferences, courses, and coaching.
• 6 weeks of paid vacation (30 working days!)
• Budget for traveling to other offices if you are remote, plus an annual company offsite.

How and Where We Work

• Cohere is remote-friendly, but we also have offices in Toronto, London, New York City, San Francisco, Montreal, Paris, Berlin and Seoul with more opening soon.
• For those in the office: a daily lunch program, plenty of snacks, and regular community and social events.
• For those not near an office: a co-working benefit so you can work alongside others in your city.
• Everyone receives a $500 home office stipend to set up your workspace properly.