VP of Services, Customer Success & Support

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. Responsibilities: 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. Requirements: 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 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. Job Data by YubHub .