Customer Success Manager (AI)

Location: Ottawa, Canada; proximity to government customers. The company is remote-friendly, but this role is associated with the Ottawa location.

Salary: CAD 150,000–215,000 annually.

Company

Cohere is a security-first enterprise AI company building foundation models and end-to-end AI products for enterprise customers.

What you will do

• Own success, adoption, retention, and growth for strategic Canadian public sector and defence accounts.
• Build relationships with senior government stakeholders and develop mission-, budget-, and constraint-specific success plans.
• Guide AI adoption from use-case identification and pilot design through secure production deployment and scaling.
• Lead implementations across air-gapped, Protected B/C, on-premises, and other regulated environments.
• Manage executive reviews, success metrics, escalations, renewals, and expansion opportunities.
• Represent customer requirements internally and influence product, engineering, implementation playbooks, and public sector go-to-market strategy.

Requirements

• 8+ years of experience in customer success, account management, strategic consulting, or technology delivery within enterprise or government contexts, including 3–5 years working directly with Canadian government, defence, or healthcare organizations.
• Experience 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 government technology evaluation, procurement, implementation, governance, budget cycles, Treasury Board processes, and contract vehicles.
• Active Top Secret security clearance is mandatory.
• Experience driving adoption, expansion, retention, QBRs, executive engagement, and account growth across multiple strategic accounts.
• Knowledge of Canadian public sector institutions, defence, intelligence, critical infrastructure, healthcare, digital transformation, service delivery, and citizen-centric design.
• Knowledge of Privacy Act, PIPEDA, PHIPA, Directive on Automated Decision-Making, Algorithmic Impact Assessments, accessibility requirements, GC Cloud, PBMM, Protected environments, and CCCS guidelines.
• Ability to work with classified information and operate in secure, compartmented environments.

Nice to have

• Bilingual English/French proficiency.
• 3+ years managing GenAI, LLM, or conversational AI implementations.
• Experience with Canadian public sector digital transformation initiatives, defence, intelligence, public safety, national security, or healthcare organizations.
• CSM, PMP, ITIL, or Canadian government-specific security certifications.
• Experience with GCdocs, GCworkspace, Protected collaboration tools, management consulting, systems integration, or public sector digital transformation consulting.
• Experience with a modern programming language such as C++, C#, JavaScript, or Python.

Culture & Benefits

• Full-time employment with full health and dental benefits, mental health coverage, RRSP matching, pension options, and parental leave top-up for up to six months.
• Six weeks of paid vacation, annual enrichment benefits, and education and learning support.
• Remote-friendly workplace with office travel support, coworking benefits, a company offsite, and a $500 home office stipend.
• Office-based employees receive lunch programs, snacks, and community events.

Hiring process

• Applicants may be screened and assessed using AI-enabled tools.
• Accommodation requests can be submitted through the provided Accommodations Request Form.
• Legitimate applications and communications are handled through Cohere's official careers channels and @cohere.com or @cw.cohere email aliases; no payment or third-party services are requested.