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Head of Customer Success, Support & Services

Cohere

Cohere

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Tuesday, April 23, 2024
Who are we?
Our mission is to scale intelligence to serve humanity. We’re training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI.
We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers.
Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.
Join us on our mission and shape the future!
Why this role?
Cohere seeks an experienced and passionate Head of Services, Customer Success & Support to lead our Customer Success and Support teams. In this role, you will be responsible for leading and developing a talented post-sales Customer Success and Support team, who are the primary owners of business and technical relationships with our customers. The ideal candidate will have a background leading post-sales teams in the ML/AI/Data Engineering industry.

In this role you will:

  • Drive product adoption and customer experience for our largest customers.
  • Define the customer lifecycle including roles and responsibilities, handoffs, and workflow & influence the product roadmap.
  • Lead customer-facing teams, including coaching sub-function leaders (Customer Success, Services, Technical Support) to ensure that all teams are aligned and focused on delivering an exceptional customer experience.
  • Measure and analyze customer data to identify trends and areas for improvement, including analyzing customer feedback, support metrics, and other customer-related data to develop insights that can be used to improve the customer experience, troubleshoot issues and showcase Cohere’s value proposition.
  • Enhance the customer journey, identifying the key touch points across interactions with customers and developing strategies to optimize each step of the journey.
  • Champion the customer within the organization, advocating for the customer in all decision-making processes at the executive level to ensure that customer needs are taken into account when making strategic decisions.
  • Collaborate and partner with other internal teams (pre-sales, Product Management, Machine Learning Engineerings) to ensure that the voice of the customer is represented in strategic decisions.

You may be a good fit, if you have:

  • 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 experiences being highly focussed on customer needs, you're an amazing relationship builder and you can proactively spot opportunities to engage customers and build loyalty.
  • An exceptional collaborative mindset and know how to engage and communicate with leadership and technical & non-technical stakeholders.
  • Strong experience building strategy, a willingness to execute and build from the ground up & are always willing to dig deeper and jump in when it comes to our customers.
If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply! If you consider yourself a thoughtful worker, a lifelong learner, and a kind and playful team member, Cohere is the place for you.
We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants of all kinds and are committed to providing an equal opportunity process. Cohere provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
Our Perks:
🤝 An open and inclusive culture and work environment
🧑‍💻 Work closely with a team on the cutting edge of AI research
🍽 Weekly lunch stipend, in-office lunches & snacks
🦷 Full health and dental benefits, including a separate budget to take care of your mental health
🐣 100% Parental Leave top-up for 6 months for employees based in Canada, the US, and the UK
🎨 Personal enrichment benefits towards arts and culture, fitness and well-being, quality time, and workspace improvement
🏙 Remote-flexible, offices in Toronto, New York, San Francisco and London and co-working stipend
✈️ 6 weeks of vacation
Note: This post is co-authored by both Cohere humans and Cohere technology.