Customer Success Manager (Montreal - French Speaking)
CA$138k - CA$208k • Montreal • FullTime
Posted 8mo ago
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Cohere is seeking an exceptional Customer Success Manager with expertise in the Montreal, Canada, private sector landscape to lead 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, guiding them through the implementation of frontier AI in secure, regulated environments to ensure solutions deliver measurable impact while meeting stringent security, privacy, compliance, and ethical requirements. You will collaborate with various internal teams, serving as the voice of the customer internally and the face of Cohere externally for high-impact commercial engagements, shaping how Montreal's institutions leverage AI for innovation and growth.
Responsibilities
- Own customer success, adoption, and growth, ensuring maximum value realization from AI solutions.
- Build deep, trusted relationships with senior stakeholders.
- Develop comprehensive success plans tailored to each organization's mission and strategy.
- Serve as the primary point of contact and executive sponsor for accounts, managing escalations.
- Define and track success metrics aligned with private sector priorities.
- Guide customers through the full lifecycle of AI adoption, from use case identification to production deployment.
- Lead secure AI implementation projects in complex commercial environments.
- Navigate challenges of private sector AI adoption, including legacy system integration and data sensitivity.
- Create and execute change management strategies to drive user adoption.
- Conduct regular executive business reviews demonstrating ROI and strategic value.
- Drive contract renewals and account growth by consistently delivering value.
- Ensure all implementations comply with relevant security protocols.
- Navigate privacy and compliance requirements.
- Lead or support Algorithmic Impact Assessments and responsible AI governance processes.
- Develop risk mitigation strategies for AI deployments.
- Coordinate with customer security, privacy, legal, and compliance functions.
- Serve as the voice of private sector customers within Cohere, advocating for features.
- Provide strategic feedback to Product and Engineering teams on AI requirements.
- Contribute to the development of private sector-specific offerings and best practices.
- Share customer insights to inform go-to-market strategy.
- Represent Cohere at industry forums and events.
- Partner with Sales to support expansion opportunities and renewals.
- Coordinate with Solutions Architects and Forward Deployed Engineers on technical implementation.
- Work with Legal, Security, and Compliance teams to navigate complex requirements.
- Collaborate with Marketing on thought leadership content and community building.
Requirements
- 8+ years of experience in customer success, account management, strategic consulting, or technology delivery roles within enterprise contexts.
- 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 and long sales cycles.