Manager, Customer success

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At Coveo, Customer Success is at the heart of our mission to deliver relevance at scale, transforming every customer interaction into a meaningful, value‑driven experience. As a Manager, Customer Success, you will lead, coach, and inspire a high‑performing team of Customer Success Managers (CSMs) responsible for guiding our customers toward impactful business outcomes.

Responsibilities

• Guide your team of CSMs with personalized coaching, strengths‑based development, and a culture of accountability and excellence.
• Join CSMs in customer meetings—including cadence calls, strategic checkpoints, and QBRs—to ensure quality, consistency, and a unified customer experience.
• Use customer health scores, data insights, and CS tooling to accelerate time‑to‑value, strengthen adoption, and uncover expansion opportunities.
• Monitor dashboards and key metrics to track team performance, address gaps, and prepare leadership‑ready performance reports.
• Identify, evaluate, and introduce new tools, processes, and best practices to improve team efficiency and scalability.
• Collaborate closely with cross‑functional partners—including Professional Services, Account Management, Sales, Product, and Support—to ensure seamless customer handoffs, aligned strategy, and a cohesive customer experience.
• Forecast team capacity and coverage to ensure balanced workloads and consistent customer experience.

Qualifications

• Data‑driven, autonomous, and motivated by team achievement rather than individual wins.
• Compelling storyteller with the ability to turn data and complex insights into clear, actionable narratives.
• Proven experience as a CSM, including direct success with enterprise SaaS customers.
• Consistently operate with a growth mindset, welcome feedback, and role‑model Coveo’s values every day.
• Inspire trust and action through clear, assertive, and empathetic communication.
• Collaborate fluently with both technical and non‑technical audiences and champion CS initiatives with Product, Marketing, and Sales.

What Will Make You Stand Out

• 8+ years of full‑cycle SaaS customer adoption experience.
• 3+ years leading CSMs, including direct management of enterprise accounts.
• Proven experience influencing cross‑functional initiatives and team‑wide performance.

About Coveo

What it’s like to work at Coveo: you’ll join a team of passionate people with an innovative mindset who constantly push the envelope. You’ll enjoy learning with the best, the empowerment of working on a complex product, and trust from leadership. Endless development opportunities, a fun work environment, and a culture that values your growth.

Location & Logistics

Position: Manager, Customer Success – Full‑time – Mid‑Senior level.

Location: Montreal, Quebec, Canada.

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