Head of Customer Success, Support

2 weeks ago


San Francisco CA, United States cohere.com Full time

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 believe that a diverse range of perspectives is a requirement for building great products.
Cohere seeks an experienced and passionate Head of Services, Customer Success & Support to lead our Customer Success and Support teams. In this role, you will be responsible for leading and developing a talented post-sales Customer Success and Support team, who are the primary owners of business and technical relationships with our customers. The ideal candidate will have a background leading post-sales teams in the ML/AI/Data Engineering industry.
Drive product adoption and customer experience for our largest customers.
- Lead customer-facing teams, including coaching sub-function leaders (Customer Success, Services, Technical Support) to ensure that all teams are aligned and focused on delivering an exceptional customer experience.
- Measure and analyze customer data to identify trends and areas for improvement, including analyzing customer feedback, support metrics, and other customer-related data to develop insights that can be used to improve the customer experience, troubleshoot issues and showcase Cohere’s value proposition.
- Champion the customer within the organization, advocating for the customer in all decision-making processes at the executive level to ensure that customer needs are taken into account when making strategic decisions.
- Collaborate and partner with other internal teams (pre-sales, Product Management, Machine Learning Engineerings) to ensure that the voice of the customer is represented in strategic decisions.
10+ years of leadership experience developing top-performing teams in Customer Success, Technical Support and Services.
- Work experience in the AI, ML, Data Engineering, Cloud, SaaS or Tech Infra industry.
- Strong experience building strategy, a willingness to execute and build from the ground up & are always willing to dig deeper and jump in when it comes to our customers.
We value and celebrate diversity and strive to create an inclusive work environment for all. Weekly lunch stipend, in-office lunches & snacks
Full health and dental benefits, including a separate budget to take care of your mental health
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



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