Director, Customer Success - Commerce (US)

Job Description:

The Challenge

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

Please note this role is open across Canada and the United States. 

Not every day is the same, but here is an overview of your day to day: 

• You will lead, mentor and inspire a team of CSMs towards our measurable business objectives with personalized coaching and proficiency driven performance management  
• You will ensure an exceptional customer experience, leading CSMs in client engagements to ensure consistency and quality in delivering to our engagement model, aligned to customer segmentation. 
• You will 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.
• You will identify and mitigate customer risk, leveraging our customer health scores, reports and CS tools.
• You will  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
• You will 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 
• You will bring forth new ideas, tools and mechanisms to evolve and operationalize our vision and enable professional growth

Who you are:

• 10+ years of end-to-end SaaS adoption experience. 
• 8+ years experience in a people management role, leading a team of both individual contributors, and supporting enterprise customers.
• A leader who leads by example - you demonstrate your expertise and craft by lending your executive support to your team members during tricky QBRs 
• 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.

Some nice to haves:

• Experience working with an AI product
• Experience within the Commerce landscape, and how to tie relevant search experience to e-commerce metrics
• 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! 

We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.

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