VP of Services, Customer Success & Support (AI)

Location: Remote; listed locations include Toronto, San Francisco, Canada, United States, and New York

Salary: $570K–$675K plus equity

Company

Cohere is a security-first enterprise AI company building foundation models and end-to-end products for real-world business applications.

What you will do

• Lead and develop post-sales Customer Success, Services, and Technical Support teams serving enterprise customers.
• Drive product adoption and customer experience for the largest customers.
• Define the customer lifecycle, including responsibilities, handoffs, workflows, and opportunities to influence the product roadmap.
• Coach sub-function leaders and align customer-facing teams around exceptional customer outcomes.
• Analyze customer feedback, support metrics, and related data to identify trends, troubleshoot issues, and improve the customer experience.
• Represent the customer at the executive level and collaborate with pre-sales, Product Management, and Machine Learning Engineering.

Requirements

• 10+ years of leadership experience developing high-performing teams in Customer Success, Technical Support, and Services.
• Experience in the AI, ML, Data Engineering, Cloud, SaaS, or technology infrastructure industry.
• Strong focus on customer needs, relationship building, and proactively identifying opportunities to engage customers and build loyalty.
• Exceptional collaboration and communication skills with leadership and technical and non-technical stakeholders.
• Strong experience building strategy, executing it, and developing functions from the ground up.

Culture & Benefits

• Remote-friendly work with offices in Toronto, London, New York City, San Francisco, Montreal, Paris, Berlin, and Seoul.
• Remote employees receive co-working support, a $500 home office stipend, travel budget for other offices, and an annual company offsite.
• Full health and dental benefits, mental health budget, and retirement or pension matching schemes.
• Six weeks of paid vacation, parental leave top-up for up to six months, and annual enrichment benefits.
• Education and learning stipend for conferences, courses, and coaching.
• Employees are expected to contribute to an inclusive workplace; accommodations are available during recruitment.

Hiring process

• Applicants may be screened and assessed using AI-enabled recruitment tools.
• Accommodation requests can be submitted through the provided request form.