Customer Success Manager - Remote

Overview

As a 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 one-to-many client engagement, increase product adoption, and improve satisfaction, all while building long-lasting, productive relationships.

In Short

• Deliver an exceptional experience to Coveo’s clients during their post-sale transition and throughout their lifetime journey.
• Implement and manage our digital customer success strategy by applying technology-centric approaches to drive engagement and retention, and to consistently achieve measurable results.
• Analyze customer data to identify trends and provide recommendations on improving customer experience, satisfaction, adoption and retention.
• Work collaboratively to drive the creation of engaging content for one-to-many distribution to support adoption and satisfaction, and drive retention.
• Apply creative approaches to resolve challenges, suggesting improvements to existing processes and frameworks to drive increased team efficiency and better outcomes for clients.
• Help clients understand our features and capabilities by translating 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.

Requirements

• Proven experience in the development and management of a digital touch customer outreach program, including leveraging your program and project management skills.
• Demonstrated ability to drive engagement, value outcomes, and adoption in a digital touch program.
• 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.

Benefits

• 2+ years of experience in a similar customer success/experience role.
• Experience with CRM tools (preferably Salesforce, Gainsight), as well as self-service solutions and support centers.
• Combined customer success and experience management, especially with a digital focus, and program/project management experience will set you apart.
• Experience managing a customer community and/or customer experience group is an asset.
• Proficiency in business intelligence (BI) tools is a major asset.