Director, Customer Success

The Challenge

As a Director of Customer Success at Coveo, you will lead a team of dedicated Customer Success Managers, and scale our Customer Success practice.

Reporting directly to the Vice President, Customer Success, you will be driving operational excellence, and managing the adoption and enablement of our solution.

Your focus is on delivering value to our customers, aligned to successfully meeting their defined business outcomes, while maintaining a balance with Coveo’s business objectives.

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

• Lead, mentor and inspire a team of CSMs towards our measurable business objectives with personalized coaching and proficiency driven performance management.
• Ensure an exceptional customer experience, managing CSMs in client engagements to ensure consistency and quality in delivering to our engagement model, aligned to customer segmentation.
• Participate in the recruitment of new candidates and onboard / train new team members.
• Lead the team’s skill development through weekly coaching, active listening, and direct feedback, aligned to your CSMs skill level, proficiency and career development needs and goals.
• Identify and mitigate customer risk, leveraging our customer health scores, reports and CS tools.
• Collaborate with CSMs and provide insight to leadership that accelerate customer journeys towards first time to value, and drive adoption and expansion of the Coveo solution.
• Ensure consistent use of our tech stack by all team members, validating that we are collecting clear and reliable data, that can be analyzed and drive action.
• Bring forth new ideas, tools and mechanisms to evolve and operationalize our vision and enable professional growth.

Your Profile

To be successful in this role, you must have the ability to see and develop the big picture, to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully.

You also have to thrive in a multi-tasking, fast-paced environment and culture, be proactive and extremely professional.

Amongst other things, we will be requiring :

• 10+ years of end-to-end SaaS adoption experience.
• 8+ years progressive experience in a people management role, leading a team of CSMs and supporting enterprise customers.
• Proven track record of managing and scaling customer success teams delivering outcome based value to complex and sophisticated enterprise clients.
• Excellent leadership and communication skills, with the ability to influence and inspire cross-functional teams.
• Strong understanding of SaaS business models, customer lifecycle management, and retention strategies.
• You are an exceptional storyteller and have the ability to weave raw data and complex insights into compelling and actionable growth strategies to drive value for our customers.
• A strong influencer, with the ability to influence roadmap priorities and product development with customer insights and feedback.

Some nice to haves :

• Experience working with an AI product, especially touching on customer service / support and contact center
• A background with project management and delivery
• A background in professional services, support, business development or other customer facing functions

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!