Customer Success Manager Job at Cohere (Montreal)

Job Description

We're seeking an exceptional Customer Success Manager with expertise in the Montreal, Canada, private sector landscape to lead our most strategic commercial accounts. This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of organizations in a dynamic, fast-paced environment. You will be the trusted advisor and strategic partner for a wide range of private sector organizations, including large enterprises, startups and scaleups, as they navigate the complex journey of AI adoption. You'll guide organizations through the implementation of frontier AI in secure, regulated environments—ensuring solutions deliver a measurable impact while meeting stringent security, privacy, compliance, and ethical requirements. In this role, you'll collaborate with our Strategic Customer team, Applied ML (AML) Engineering, Forward Deployed Engineering (FDE), Platform, Product, and Go-to-Market teams, serving as the voice of the customer internally and the face of Cohere externally for our most sensitive and high-impact commercial engagements. You'll have the unique opportunity to shape how Montreal's most important institutions leverage AI to drive innovation and growth.

Job Responsibility

Own the success, adoption, and growth of Cohere's Canadian private sector customers, ensuring they realize maximum value from our AI solutions
Build deep, trusted relationships with senior stakeholders, including CEOs, CTOs, CIOs, 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 private sector priorities: customer satisfaction, service delivery improvements, cost savings, operational efficiency, and accessibility outcomes
Guide customers through the full lifecycle of AI adoption—from identifying use cases and designing pilots through production deployment and scaling
Lead secure AI implementation projects in complex commercial environments, including hybrid and on-premises deployments
Navigate the unique challenges of private 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 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 that all implementations comply with relevant security protocols, including security assessments and authority-to-operate requirements
Navigate privacy and compliance requirements, including the Privacy Act, PIPEDA, PHIPA, and accessibility standards
Lead or support Algorithmic Impact Assessments and responsible AI governance processes
Develop risk mitigation strategies for AI deployments in high-security, mission-critical, and customer-facing contexts
Coordinate with customer security teams, privacy officers, legal counsel, and compliance functions
Serve as the voice of private sector customers within Cohere, advocating for features and capabilities that address commercial needs and requirements
Provide strategic feedback to Product and Engineering teams on requirements related to security, explainability, accessibility, and ethical AI
Contribute to the development of private sector-specific offerings, implementation playbooks, documentation, and best practices
Share customer insights to inform Cohere's private sector go-to-market strategy and positioning
Represent Cohere at industry forums, working groups, roundtables, and 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 private sector community building

Requirements

8+ years of experience in customer success, account management, strategic consulting, or technology delivery roles within enterprise contexts
At least 3-5 years working directly with large enterprises 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 organizations evaluate, procure, implement, and govern technology solutions
The ability to speak both English and French Canadian
Demonstrated success driving customer adoption, expansion, and retention in complex enterprise 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 departments
Comprehensive knowledge of the Montreal private sector ecosystem
Deep familiarity with digital strategies, service delivery transformation, and customer-centric design principles
Understanding of budget cycles, procurement frameworks, and contract vehicles
Proven ability to work with sensitive information and operate effectively in secure environments

Nice to have

Bilingual (English/French) proficiency—a strong asset for working across Montreal
3+ years specifically managing GenAI, LLM, or conversational AI implementations
Experience with specific Canadian digital transformation initiatives
Professional certifications: CSM, PMP, ITIL
Background in management consulting, systems integration, or digital transformation consulting
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!)

Cohere - All Job Offers

Select Country

Customer Success Manager

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

Looking for more opportunities?