Senior Customer Success Manager

Summary

Join Coveo as a Senior Customer Success Manager and become the trusted advisor for our Commerce customers. You will drive customer engagement, product adoption, and satisfaction. This role requires a consultative approach to customer enablement, addressing skill deficits and advising on best practices. You will act as a domain expert, advocating for customer needs across internal departments. The ideal candidate possesses strong relationship-building, analytical, and consultative skills, along with a tech-savvy background. This fast-paced role offers the opportunity to make a real impact on customer success.

Requirements

• Understand technical concepts as well as have a strong business acumen
• Think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully
• Thrive in a fast-paced environment while being proactive and confident when interacting with customers and colleagues on all levels
• Possess excellent relationship building skills
• Possess strong analytical skills; ability to translate numbers into a value story
• Possess a strong functional consultative approach to customer management with a passion for identifying solutions to meet customers’ business goals (understanding how complex solutions work in practice)
• Be tech-savvy: have a strong technical enterprise-level computer software background supporting customers in a SAAS environment

Responsibilities

• Provide an outstanding experience to Coveo’s enterprise Commerce customers as they complete the sales process and transit to the CS team
• Grow customers’ depth of understanding by providing enablement sessions on new and existing features and capabilities, and translate complex concepts into easy to understand solutions
• Act as both the Domain Expert (Commerce landscape and Search) and product Superuser to instate a high level of customer confidence in you and the Coveo solutions
• Apply appropriate language depending on stakeholders you engage with, starting with non-technical Business Users, Commerce Directors all the way through to Technical Audiences (CIOs, CTOs)
• Advocate the customers’ needs across departments internally
• As the primary point of contact for customers, liaise with all departments throughout the organization to understand the customer goals/outcomes and ensure quality of product configuration for customers in the implementation process
• Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative

Preferred Qualifications

• Have experience in a similar customer success role or in a solution consulting role
• Have exposure to CRM best practices (Salesforce preferred) and with Commerce solutions
• Have experience with BI tools / analytics
• Understand technical concepts and translating these into practical applications within the Coveo platform
• Be French speaking

Benefits

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