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 advocacy, focusing on agreed-upon objectives. This role requires a consultative approach to customer enablement, addressing skill gaps and advising on best practices. Fluency in German is essential, as the portfolio includes DACH customers. You will provide outstanding customer experiences, grow customer understanding through enablement sessions, and act as a domain expert. This position demands strong communication, analytical, and relationship-building skills, along with technical expertise in a SaaS environment. The ideal candidate will possess experience in a similar customer success or solution consulting role.

Requirements

• Be fluent in German
• 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
• 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: 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

• Experience in a similar customer success role or in a solution consulting role
• Exposure to CRM best practices (Salesforce preferred) and with Commerce solutions
• Experience with BI tools / analytics
• Understanding of technical concepts and translating these into practical applications within the Coveo platform