Customer Success Manager

Summary

Join Coveo as a Customer Success Manager and play a key role in aligning our solutions with clients' strategic goals. Enhance client engagement, increase product adoption, and improve satisfaction while building strong relationships. You will guide digital-first clients in maximizing product value, analyze customer data to identify trends, and create engaging content. This role requires a consultative approach, strong analytical skills, and the ability to collaborate across teams. You will advocate for client needs and translate technical concepts into accessible solutions. The ideal candidate possesses proven experience in digital customer outreach and a strong understanding of enterprise software.

Requirements

• Proven experience in the development and management of a digital touch customer outreach program, including leveraging your program and project management skills
• Demonstrated ability to drive engagement, value outcomes, and adoption in a digital touch program
• Excellent interpersonal, communication, and presentation skills, essential for building strong relationships with clients and teams
• Ability to collaborate across cross-functional teams and advocate for client needs with clarity and impact
• Strong analytical skills that allow you to turn complex data into compelling, understandable stories
• Proven consultative approach to customer management, focused on creating value
• Solid technological expertise and experience with enterprise software, especially in a SaaS environment

Responsibilities

• Deliver an exceptional experience to Coveo’s clients during their post-sale transition and throughout their lifetime journey
• Implement and manage our digital customer success strategy by applying technology-centric approaches to drive engagement and retention, and to consistently achieve measurable results
• Analyze customer data to identify trends and provide recommendations on improving customer experience, satisfaction, adoption and retention
• Work collaboratively to drive the creation of engaging content for one-to-many distribution to support adoption and satisfaction, and drive retention
• Apply creative approaches to resolve challenges, suggesting improvements to existing processes and frameworks to drive increased team efficiency and better outcomes for clients
• Help clients understand our features and capabilities by translating technical concepts into simple, accessible solutions
• Act as a domain expert (services, support, AI) and superuser of our products, while guiding clients toward achieving their goals, taking their context and priorities into account
• Advocate for client needs across departments with clarity and conviction to ensure quality and expected outcomes

Preferred Qualifications

• 2+ years of experience in a similar customer success/experience role
• Experience with CRM tools (preferably Salesforce, Gainsight), as well as self-service solutions and support centers
• Combined customer success and experience management, especially with a digital focus, and program/project management experience will set you apart
• Experience managing a customer community and/or customer experience group is an asset
• Proficiency in business intelligence (BI) tools is a major asset

Benefits

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