Senior Customer Success Manager, Knowledge

The Challenge

As a Senior Customer Success Manager, you will collaborate with our customers, ensuring that our solutions and capabilities align with customers’ strategic business outcomes. 

You will embark on a mission to enhance customer engagement, foster product adoption, elevate satisfaction levels, and cultivate advocacy; all by aligning on mutually agreed-upon focus areas and objectives. You will take a consultative approach to ongoing customer product enablement to address skill deficits as well as advise on best practices and solutions that address customers’ desired outcomes, either through existing or new products and capabilities.

As our Senior Customer Success Manager (Knowledge), you will:

• Provide an outstanding experience to Coveo’s enterprise customers as they complete the sales process and transit to the care of the Customer Success Management team. 


• Grow customers’ depth of understanding by providing enablement on new and existing features and capabilities, translate complex concepts into easy to understand solutions. 


• Act as both the Domain Expert (Service & Support industry, Search, and AI) and product Superuser. 


• Chart a path forward for your customer to attain their goals accounting for where they are now and the best way to move forward given their industry, context and priorities.


• Advocate the customers’ needs/issues in a persuasive, concise manner, across different departments to ensure quality. 


• Understand their goals/outcomes and, liaise with all departments throughout the organization to ensure quality product configuration for customers in the implementation process. 


• Create customer advocates to generate strong references, referrals and case studies. 

Here is what will qualify you for the role:

• 5+ years of experience in a similar customer success role or in a solution consulting role.


• 3+ years of experience with using CRM (Salesforce preferred) and with Self-Service, Community, and/or Contact Center solutions.


• Related leadership experience in contact centers, technical support, knowledge management, or business operations will help you stand out.


• Experience in deploying SaaS solutions will help you stand out.


• Experience with BI tools is a huge plus!


• Practical application of understanding technical concepts.


• Experience with Salesforce, ServiceNow, Zendesk or similar CRMs is a huge plus!

What will really make your profile stand out:

• Strong interpersonal, communication and presentation skills


• Excellent relationship-building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs


• Strong analytical skills with the ability to translate numbers into a value story 


• Strong functional consultative approach to customer management


• Tech-savviness and strong technical enterprise-level computer software background supporting customers in a SaaS environment


• Ability to discuss technical concepts with C-level executives

Do you think you can bring this role to life? Or add your own color?
You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.

Send us your application, we want to hear from you!

Join the Coveolife!

We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.