Customer Success Manager

Customer Success Manager

Our mission is to scale intelligence to serve humanity. We're training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.

Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.

Join us on our mission and shape the future!

About the Role

We are seeking an experienced Customer Success Manager to join our dynamic team. In this role, you will engage with a diverse range of Enterprise customers, guiding them through complex implementations of Cohere's solutions to drive adoption and maximize value. You will work collaboratively with Sales, Product, Marketing, Partnerships, and Engineering teams to ensure exceptional outcomes for our customers.

Key responsibilities include :

• Deliver outstanding customer outcomes, demonstrated through successful product deployments, increased adoption, and high customer satisfaction levels.
• Define and manage structured onboarding and deployment projects for various Cohere products, ensuring seamless adoption and measurable success.
• Provide change management expertise to guide organizations through the adoption journey and maximize the impact of our solutions.
• Codify best practices, guides, and FAQs based on customer interactions.
• Gather customer feedback, identify trends, and communicate insights to internal stakeholders for product planning considerations.
• Collaborate with the Sales team for smooth handoffs between pre- and post-sale processes and for ongoing relationship management.
• Travel approximately 15% of the time to build strong customer relationships and understand their business goals.
• Create and execute customer success plans outlining goals, challenges, KPIs, and timelines.
• Advocate for customers internally, ensuring their needs are met within product development and organizational strategies.
• Identify and address at-risk renewals or user churn in collaboration with relevant internal teams.
• Foster customer advocacy and facilitate testimonials and case studies.

Qualifications :

Preferred qualifications :

Join us at Cohere to drive AI adoption and business transformation while making a measurable impact on our clients' success.

If some of the above doesn't line up perfectly with your experience, we still encourage you to apply! If you want to work really hard on a glorious mission with teammates that want the same thing, Cohere is the place for you.

We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities.

Full-time employees at Cohere enjoy these perks :