Customer Success Manager, Public Sector & Defence Job at Cohere (Ottawa)

Job Description

We're seeking an exceptional Customer Success Manager with deep expertise in the Canadian public sector and defense landscape to lead our most strategic government accounts. This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of government and defense organizations. You will be the trusted advisor and strategic partner for Canadian federal departments, provincial agencies, Crown corporations, defense organizations, and healthcare systems as they navigate the complex journey of AI adoption. You'll guide organizations through the implementation of frontier AI in secure, highly regulated environments—ensuring solutions deliver a measurable impact while meeting stringent security, privacy, compliance, and ethical requirements.

Job Responsibility

Own the success, adoption, and growth of Cohere's Canadian public sector and defence customers, ensuring they realize maximum value from our AI solutions
Build deep, trusted relationships with senior government stakeholders, including Deputy Ministers, CIOs, ADMs, digital transformation leads, and departmental executives
Develop comprehensive success plans tailored to each organization's mission, digital strategy, budget cycles, and unique constraints
Serve as the primary point of contact and executive sponsor for your accounts, managing escalations and ensuring customer satisfaction
Define and track success metrics aligned with public sector priorities: citizen satisfaction, service delivery improvements, cost savings, operational efficiency, accessibility outcomes
Guide customers through the full lifecycle of AI adoption—from use case identification and pilot design through production deployment and scaling
Lead secure AI implementation projects in complex government environments, including air-gapped systems, Protected B/C environments, and on-premises deployments
Navigate the unique challenges of public sector AI adoption: legacy system integration, data sensitivity, lengthy approval processes, and risk-averse organizational cultures
Create and execute change management strategies to drive user adoption and value realization across diverse government workforces
Conduct regular executive business reviews with senior stakeholders, demonstrating ROI, impact, and strategic value
Drive contract renewals and account growth by consistently delivering value and building trusted relationships
Ensure all implementations meet Canadian government security protocols, including PBMM standards, security assessments, and authority-to-operate requirements
Navigate privacy and compliance requirements: Privacy Act, PIPEDA, PHIPA, Access to Information Act, Official Languages Act, accessibility standards
Lead or support Algorithmic Impact Assessments and responsible AI governance processes as required by Treasury Board directives
Develop risk mitigation strategies for AI deployments in high-security, mission-critical, and citizen-facing contexts
Coordinate with customer security teams, privacy officers, legal counsel, and compliance functions
Serve as the voice of public sector and defence customers within Cohere, advocating for features and capabilities that address government-specific needs
Provide strategic feedback to Product and Engineering teams on requirements related to security, explainability, accessibility, bilingualism, and ethical AI
Contribute to the development of public sector-specific offerings, implementation playbooks, documentation, and best practices
Share customer insights to inform Cohere's public sector go-to-market strategy and positioning
Represent Cohere at government forums, working groups, roundtables, and industry events
Partner with Sales to support expansion opportunities, renewals, and new customer acquisition
Coordinate with Solutions Architects and Forward Deployed Engineers on technical implementation and optimization
Work with Legal, Security, and Compliance teams to navigate complex procurement, contracting, and regulatory requirements
Collaborate with Marketing on thought leadership content, case studies, and public sector community building

Requirements

8+ years of experience in customer success, account management, strategic consulting, or technology delivery roles within enterprise or government contexts
At least 3-5 years working directly with Canadian government, defense, or healthcare organizations in a technology, digital transformation, or consulting capacity
Proven track record of managing complex, strategic accounts with multiple stakeholders, long sales cycles, and multi-year implementation timelines
Experience leading AI/ML, cloud, or enterprise software implementations in secure or highly regulated environments
Deep understanding of how government organizations evaluate, procure, implement, and govern technology solutions
Active Top Secret security clearance (mandatory)
Demonstrated success driving customer adoption, expansion, and retention in complex enterprise or government accounts
Experience developing and executing customer success strategies, QBRs, and executive engagement programs
Track record of identifying and closing expansion opportunities within existing accounts
Ability to manage multiple strategic accounts simultaneously while maintaining high-touch, personalized engagement
Experience navigating organizational politics and building coalitions across siloed government departments
Comprehensive knowledge of the Canadian public sector ecosystem: federal departments, provincial ministries, Crown corporations, defense, intelligence, critical infrastructure, and healthcare
Deep familiarity with government digital strategies, service delivery transformation, and citizen-centric design principles
Understanding of public sector budget cycles, Treasury Board processes, government procurement frameworks, and contract vehicles
Knowledge of relevant legislation and frameworks: Privacy Act, PIPEDA, PHIPA, Directive on Automated Decision-Making, Algorithmic Impact Assessments, accessibility requirements
Experience with government cloud strategies and security frameworks: GC Cloud, PBMM, Protected environments, CCCS guidelines
Proven ability to work with classified information and operate effectively in secure, compartmented environments

Nice to have

Bilingual (English/French) proficiency—a strong asset for working across the federal government
3+ years specifically managing GenAI, LLM, or conversational AI implementations
Experience with specific Canadian public sector digital transformation initiatives: Canada.ca modernization, healthcare AI projects, Canadian Digital Service programs, or provincial digital government initiatives
Direct experience working with Canadian defense, intelligence, public safety, or national security organizations
Professional certifications: CSM, PMP, ITIL, or Canadian government-specific security training
Experience with government collaboration platforms: GCdocs, GCworkspace, Protected collaboration tools
Background in management consulting, systems integration, or digital transformation consulting for public sector clients
Experience with any modern programming language (C++, C#, JavaScript, Python etc.)

What we offer

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 up to 6 months
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, London and Paris, as well as a co-working stipend
6 weeks of vacation (30 working days!)

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