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- Tasks: Engage with Enterprise customers to drive AI adoption and ensure successful product implementations.
- Company: Cohere is a leading AI company focused on enhancing business value through advanced Language Learning Models.
- Benefits: Enjoy remote flexibility, health benefits, a weekly lunch stipend, and 6 weeks of vacation.
- Why this job: Join a passionate team shaping the future of AI while making a real impact on clients' success.
- Qualifications: 6+ years in customer-facing roles, especially with technical audiences; strong communication and problem-solving skills required.
- Other info: Diversity is celebrated here; we encourage applicants from all backgrounds to apply.
The predicted salary is between 43200 - 72000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
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!
About the Company:
Cohere\’s Customer Success team is committed to partnering with customers to unlock business value through the deployment of our advanced Language Learning Model (LLM). Our clients range from early-stage startups to established global enterprises, and we view every interaction as an opportunity to inspire and enhance their AI journey.
About the Role:
We are seeking an experienced Customer Success Manager to join our dynamic team. In this role, you will engage with a diverse range of Enterprise customers, guiding them through complex implementations of Cohere\’s solutions to drive adoption and maximize value. You will work collaboratively with Sales, Product, Marketing, Partnerships, and Engineering teams to ensure exceptional outcomes for our customers.
Key Responsibilities:
– Deliver outstanding customer outcomes, demonstrated through successful product deployments, increased adoption, and high customer satisfaction levels.
– Define and manage structured onboarding and deployment projects for various Cohere products, ensuring seamless adoption and measurable success.
– Provide change management expertise to guide organizations through the adoption journey and maximize the impact of our solutions.
– Codify best practices, guides, and FAQs based on customer interactions.
– Gather customer feedback, identify trends, and communicate insights to internal stakeholders for product planning considerations.
– Collaborate with the Sales team for smooth handoffs between pre- and post-sale processes and for ongoing relationship management.
– Travel approximately 15% of the time to build strong customer relationships and understand their business goals.
– Create and execute customer success plans outlining goals, challenges, KPIs, and timelines.
– Advocate for customers internally, ensuring their needs are met within product development and organizational strategies.
– Identify and address at-risk renewals or user churn in collaboration with relevant internal teams.
– Foster customer advocacy and facilitate testimonials and case studies.
Qualifications:
– 6+ years of experience in customer-facing roles, especially with C-level technical audiences in complex global organizations.
– Full professional fluency in English is required.
– Proven experience leading complex implementations of Generative AI or traditional ML solutions, with a focus on measurable business outcomes.
– Exceptional presentation and communication skills, particularly when engaging with executives and leaders.
– Strong problem-solving abilities and adeptness at managing multiple projects with effective prioritization.
– A humble attitude with a desire to help others and a commitment to learning new knowledge to ensure team and customer success.
– A solid track record of delivering and scaling exceptional customer experiences.
– A personal commitment to fostering the safe and ethical evolution of AI.
Preferred Qualifications:
– 8+ years of customer success or similar experience, preferably with a technical enterprise product.
– 5+ years managing relationships with large, complex global organizations.
– Experience working with Global 1000 Enterprise customers and managing success programs.
– Strong relationship-building skills across matrixed organizations.
– Ability to proactively identify product pain points and customer needs.
Join us at Cohere to drive AI adoption and business transformation while making a measurable impact on our clients\’ success.
If some of the above doesn\’t line up perfectly with your experience, we still encourage you to apply! If you want to work really hard on a glorious mission with teammates that want the same thing, Cohere is the place for you.
We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process, please submit an Accommodations Request Form, and we will work together to meet your needs.
Full-Time Employees at Cohere enjoy these 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.
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Customer Success Manager employer: Cohere
Contact Detail:
Cohere Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Cohere's products and services, especially their Language Learning Model (LLM). Understanding the technical aspects and benefits of these solutions will help you engage more effectively with potential customers and demonstrate your expertise during interviews.
✨Tip Number 2
Network with current or former employees of Cohere to gain insights into the company culture and expectations for the Customer Success Manager role. This can provide you with valuable information that can help you tailor your approach and show that you're a great fit for the team.
✨Tip Number 3
Prepare to discuss specific examples from your past experiences where you've successfully managed customer relationships or led complex implementations. Highlighting measurable outcomes will demonstrate your ability to drive value for customers, which is crucial for this role.
✨Tip Number 4
Stay updated on the latest trends in AI and customer success strategies. Being knowledgeable about industry developments will not only impress your interviewers but also show your commitment to continuous learning and improvement, aligning with Cohere's values.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, particularly with technical products. Emphasise your ability to manage complex implementations and your experience with C-level audiences.
Craft a Compelling Cover Letter: In your cover letter, express your passion for AI and how your background aligns with Cohere's mission. Mention specific examples of how you've driven customer success in previous roles and how you can contribute to their goals.
Showcase Your Communication Skills: Since exceptional presentation and communication skills are crucial for this role, consider including a brief section in your application that demonstrates your ability to convey complex ideas clearly and effectively.
Highlight Problem-Solving Abilities: Provide examples in your application that showcase your problem-solving skills, especially in managing multiple projects. This will demonstrate your capability to handle the dynamic nature of the Customer Success Manager role.
How to prepare for a job interview at Cohere
✨Understand the Company and Its Mission
Before your interview, take some time to research Cohere and its mission to scale intelligence for humanity. Familiarise yourself with their products and how they impact customers. This will help you align your answers with their goals and demonstrate your genuine interest in the role.
✨Showcase Your Customer Success Experience
Be prepared to discuss specific examples from your past roles where you successfully managed customer relationships, particularly with C-level executives. Highlight your experience in leading complex implementations and how you drove measurable business outcomes for your clients.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage multiple projects. Think of situations where you had to navigate challenges during customer onboarding or deployment, and be ready to explain your approach and the results achieved.
✨Demonstrate Your Communication Skills
As a Customer Success Manager, strong communication is key. Practice articulating your thoughts clearly and confidently, especially when discussing technical concepts. Be ready to showcase your presentation skills, as you may need to engage with various stakeholders during the interview.
