At a Glance
- Tasks: Lead and inspire a team to enhance customer success and drive impactful business outcomes.
- Company: Join Coveo, where customer success is central to our mission.
- Benefits: Empowering work culture, endless development opportunities, and a fun environment.
- Other info: Collaborative team with a focus on innovation and growth.
- Why this job: Make a real impact by transforming customer interactions into meaningful experiences.
- Qualifications: Experience in SaaS customer success and strong leadership skills.
The predicted salary is between 90000 - 110000 $ per year.
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.
Manager, Customer Success employer: Coveo
Coveo is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for an Enterprise Architecture Analyst. With a strong focus on employee growth and continuous improvement, Coveo offers opportunities to engage in meaningful projects that drive technology decisions and enhance business processes. Located in a dynamic environment, employees benefit from a supportive team atmosphere that values creativity and adaptability, ensuring every team member can contribute to the company's unified vision.
