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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive leadership in developing high-performing Customer Success and Support teams, with a strong focus on customer experience and product adoption. Proven ability to analyze customer data and collaborate across teams to advocate for customer needs and influence strategic decisions.
Highest-signal resume keywords
Leadership ExperienceCustomer Success StrategyData AnalysisCollaboration with StakeholdersCustomer Relationship Building
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Lifecycle DefinitionProduct AdoptionSupport Metrics AnalysisCustomer Journey OptimizationTechnical Support Leadership
Soft Skills
Exceptional CollaborationCommunication SkillsProactive EngagementCoaching and Mentoring
Tools & Technologies
AIMachine LearningData EngineeringCloudSaaS
Industry Keywords
Customer SuccessTechnical SupportCustomer ExperienceTech Infrastructure
Tech Stack
Tools & technologiesCloud
About the role
Key responsibilities & impact- Lead and develop the post-sales Customer Success and Support team
- Drive product adoption and customer experience for the largest customers
- Define the customer lifecycle, including roles, responsibilities, handoffs, and workflows, and influence the product roadmap
- Lead customer-facing teams and coach Customer Success, Services, and Technical Support leaders
- Measure and analyze customer data, feedback, support metrics, and related data to identify trends and improvement areas
- Develop insights to improve customer experience, troubleshoot issues, and showcase Cohere’s value proposition
- Enhance the customer journey by optimizing key customer-interaction touchpoints
- Champion the customer at the executive level and advocate for customer needs in strategic decisions
- Collaborate with pre-sales, Product Management, and Machine Learning Engineering teams to represent the customer voice
Requirements
What you’ll need- 10+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services
- Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infra industry
- Proven experience focused on customer needs, relationship building, proactively spotting opportunities to engage customers and build loyalty
- Exceptional collaborative mindset and ability to engage and communicate with leadership and technical and non-technical stakeholders
- Strong experience building strategy, willingness to execute and build from the ground up, and willingness to dig deeper and jump in for customers
Benefits
Comp & perks- A weekly lunch stipend of $75/£75 or equivalent in your local currency
- Full health and dental benefits, including a separate budget for mental health
- RRSP matching, 401K, Pension Scheme
- 100% Parental Leave top-up for up to 6 months, for either parent
- Annual enrichment benefits: arts & culture, fitness/wellness, quality time, and a workspace improvement credit
- Education & learning stipend for conferences, courses, and coaching
- 6 weeks of paid vacation (30 working days)
- Budget for traveling to other offices if you are remote, plus an annual company offsite
- Daily lunch program, snacks, and regular community and social events for those in the office
- Co-working benefit for those not near an office
- $500 home office stipend