Senior Customer Success Manager, Service

Ready to take on an exciting challenge?

As a Senior Customer Success Manager (CSM), you will collaborate with our clients to ensure our solutions align with their strategic objectives. Your mission: enhance engagement, drive product adoption, increase satisfaction, and build customer advocacy.

By adopting a consultative approach, you’ll guide clients on best practices and solutions to achieve their goals while bridging skill gaps with our existing products or new capabilities.

There won’t be a typical day in this role, but here’s an overview of your priorities:

• Provide an exceptional experience for Coveo’s business clients as they complete the sales process and transition to the customer success management team.

• Enhance customer understanding by sharing information on new and existing features, translating complex concepts into simple, understandable solutions.

• Act as a domain expert in services and support, search, AI, and a superuser of the product.

• Develop a clear roadmap to help clients achieve their goals, considering their current situation and the best way forward based on their industry, context, and priorities.

• Advocate for clients’ needs and concerns persuasively and concisely across Coveo’s departments to ensure quality service.

• Understand clients’ objectives and expected outcomes, ensuring coordination with all relevant departments to meet their expectations.

What qualifies you for the role:

• Strong interpersonal, communication, and presentation skills.

• Excellent relationship-building abilities, as you’ll interact with cross-functional teams across the company to advocate for client needs.

• Strong analytical skills with the ability to translate data into valuable stories.

• A consultative approach to effective client management.

• Deep knowledge of technology and solid experience with enterprise software to support clients in a Software-as-a-Service (SaaS) environment.

• The ability to discuss technical concepts with senior executives.

What will make you stand out:

• 5+ years of experience in a similar role focused on customer success or solution consulting.

• 3+ years of experience using a Customer Relationship Management (CRM) software (preferably Salesforce) and self-service and support center solutions.•

• Leadership experience in contact centers, technical support, knowledge management, or business operations will help set you apart.

• Experience in deploying Software-as-a-Service (SaaS) solutions will also differentiate you.

• Experience with Business Intelligence (BI) tools is a major asset!

• Practical application of technical concepts understanding.

• Experience with Salesforce, ServiceNow, Zendesk, or similar CRM software is a huge plus!

Do you think you can bring this role to life? Or add your own color? You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.

Send us your application, we want to hear from you! Send us your application, we want to know what you're all about!