Senior Customer Success Manager

  • Montreal (Province of Quebec, Canada)
  • Customer Success
  • Remote or Hybrid
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Are you ready to transform client relationships into strategic partnerships?

As a Senior Customer Success Manager, you’ll play a key role in aligning our solutions with the strategic goals of our clients. Your mission will be to enhance client engagement, increase product adoption, and improve satisfaction, all while building long-lasting, productive relationships.

With a consultative approach, you’ll guide clients in making the most of our products by addressing skill gaps and sharing best practices. You’ll be a trusted partner, ready to provide tailored solutions, whether they leverage existing capabilities or new features.

There won’t be any typical day in this position, but some priorities to focus on:

  • Deliver an exceptional experience to Coveo’s clients during their post-sale transition and throughout their journey with the Customer Success team.
  • Help clients understand our features and capabilities by translating complex technical concepts into simple, accessible solutions.
  • Act as a domain expert (services, support, AI) and superuser of our products, while guiding clients toward achieving their goals, taking their context and priorities into account.
  • Advocate for client needs across departments with clarity and conviction to ensure quality and expected outcomes.

Here’s what makes you the ideal candidate for this role:

  • Excellent interpersonal, communication, and presentation skills, essential for building strong relationships with clients and teams.
  • Ability to collaborate across cross-functional teams and advocate for client needs with clarity and impact.
  • Strong analytical skills that allow you to turn complex data into compelling, understandable stories.
  • Proven consultative approach to customer management, focused on creating value.
  • Solid technological expertise and experience with enterprise software, especially in a SaaS environment.
  • Ability to simplify technical concepts for senior executives.

What truly makes your profile stand out:

  • 5+ years of experience in a similar customer success or solutions consulting role.
  •  3+ years of experience with CRM tools (preferably Salesforce), as well as self-service solutions and support centers.
  •  Leadership experience in contact centers, technical support, knowledge management, or business operations will set you apart.
  • Expertise in deploying SaaS solutions is a strong differentiator.
  • Proficiency in business intelligence (BI) tools is a major asset.
  • Hands-on experience with Salesforce, ServiceNow, Zendesk, or similar CRM software is a huge plus!

We have a fit? Send us your resume and convince us that you are a must-have rather than a nice-to-have. Join the Coveolife! 

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

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Absolutely! This is a question women and under-represented groups ask themselves more often than the rest of the population. Don't underestimate yourself, we are not looking for someone perfect but for someone who is motivated, capable and who will thrive in this position. Allow us to discover you!

Coveo is a Quebec-based company, pioneer in AI-powered search and recommendations. Coveo uses AI technologies and intelligent search to personalize every digital experience for customers, partners, dealers, and employees. Coveo combines unified content, unified interactions behavioral data and machine learning to deliver relevant information and recommendations across every business interaction, making websites, e-commerce, contact centers and intranets efficient, effortless, content-rich, thus boosting conversion.

If it were easy, someone else would have done it. All of our colleagues at Coveo find the drive to continuously seek new challenges and test roads no one else has ever explored. This ethos has allowed us to become a world leader in an innovative industry and to create a collaborative, diverse and trusting place to work filled with amazingly talented and passionate people. We love a good challenge, and we never say no to an opportunity to learn and develop new cutting-edge skills. Discover our values here

In-person
This role requires you to be in the office full-time, whether it be at our Quebec, Montreal, Weert, or London locations. Our modern infrastructures are designed to enhance cross-team collaboration and promote overall well-being.

Hybrid
Our offices in Quebec City, Montreal, London and Weert are designed to foster collaboration and your well-being. We gather there on our pillar days two times a week to strengthen in-person interactions and encourage creativity, all while providing you with the flexibility of a hybrid environment.

Remote
We hire from all over the world because the diversity of backgrounds fuels our continuous innovation. Our benefits will enable you to work comfortably from home, but you may be required to travel to attend our in-person team-building events.

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Coveo is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability status, marital status, gender identity, or veteran status.*
For more information regarding how we use your personal information as part of the recruitment process, please read our Applicant and Candidate Privacy Notice: https://www.coveo.com/en/company/legal/privacy/applicant-and-candidate-privacy-notice // Pour obtenir plus d'information concernant l'utilisation de vos données personnelles lors du processus de recrutement, veuillez consulter notre Déclaration de protection de la vie privée : https://www.coveo.com/fr/compagnie/legal/vie-privee/declaration-de-protection-de-la-vie-privee-des-candidats*
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Coveo is an inclusive employer who values D&I principles and is dedicated to be a self-aware employer. We are determined to ensure all candidates are treated with equity and fairness and that everyone gets an equal chance to access employment opportunities at Coveo.

Note that the following questions are entirely optional and, if you choose to answer, will not be linked to your name or job application. It will therefore not affect your application. The data will be aggregated and will serve reporting purposes only so we can measure the level of inclusivity of our hiring process and identify potential areas of improvement for our D&I hiring practice. For more information on the way we process your information, please refer to our Applicant and Candidate Privacy Notice.

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Coveo est un employeur inclusif qui respecte et valorise les principes de Diversité et Inclusion et est décidé à être une organisation consciente. Nous sommes déterminés à ce que tous les candidats soient traités de façon juste et équitable et disposent d'une chance égale d'accéder aux opportunités d'emploi chez Coveo.

Les questions suivantes sont totalement optionnelles et n'affecteront pas ton application. Les données seront agrégées et serviront à analyser le degré d'inclusivité de notre processus ainsi que des pistes d'améliorations potentielles dans notre pratique de Diversité et Inclusion. Pour plus d'information, merci de te référer à notre Avis de confidentialité pour les candidats et postulants.

 

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