Customer Success Manager Job at Cohere (Toronto)

Customer Success Manager

Cohere

Location:
Canada , Toronto

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

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. 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.

Job Responsibility:

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

Requirements:

6+ years of experience in customer-facing roles, especially with C-level technical audiences in complex global organizations
Must be Fluent in French
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

Nice to have:

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

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!)

Additional Information:

Job Posted:
February 20, 2026

Employment Type:

Fulltime

Work Type:

On-site work

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