Director, Customer Success - Commerce

Summary

Join Coveo as a Director of Customer Success and lead a team of Customer Success Managers, scaling the Customer Success practice. Drive operational excellence and manage the adoption and enablement of the Commerce product line solution. Focus on delivering value to customers, meeting their business outcomes while aligning with Coveo's objectives. Lead, mentor, and inspire the team, ensuring exceptional customer experiences and consistent delivery. Identify and mitigate customer risks, collaborate with CSMs, and provide insights to leadership. Ensure consistent use of the tech stack, bring forth new ideas, and evolve the vision. This role is open across Canada and the United States.

Requirements

• 10+ years of end-to-end SaaS adoption experience
• 8+ years experience in a people management role, leading a team of both individual contributors, and supporting enterprise customers
• A leader who leads by example - you demonstrate your expertise and craft by lending your executive support to your team members during tricky QBRs
• Proven track record of managing and scaling customer success teams delivering outcome based value to complex and sophisticated Enterprise clients
• Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams
• Strong understanding of SaaS business models, customer lifecycle management, and retention strategies
• You are an exceptional storyteller and have the ability to weave raw data and complex insights into compelling and actionable growth strategies to drive value for our customers

Responsibilities

• Lead, mentor and inspire a team of CSMs towards our measurable business objectives with personalized coaching and proficiency driven performance management
• Ensure an exceptional customer experience, leading CSMs in client engagements to ensure consistency and quality in delivering to our engagement model, aligned to customer segmentation
• Lead the team’s skill development through weekly coaching, active listening, and direct feedback, aligned to your CSMs skill level, proficiency and career development needs and goals
• Identify and mitigate customer risk, leveraging our customer health scores, reports and CS tools
• Collaborate with CSMs and provide insight to leadership that accelerate customer journeys towards first time to value, and drive adoption and expansion of the Coveo solution
• Ensure consistent use of our tech stack by all team members, validating that we are collecting clear and reliable data, that can be analyzed and drive action
• Bring forth new ideas, tools and mechanisms to evolve and operationalize our vision and enable professional growth

Preferred Qualifications

• Experience working with an AI product
• Experience within the Commerce landscape, and how to tie relevant search experience to e-commerce metrics
• A background with project management and delivery
• A background in professional services, support, business development or other customer facing functions