Customer Success Manager, Cohere

• 6+ years of experience in customer-facing roles, especially with C-level technical audiences in complex global organizations
• Full professional fluency in Japanese and English is required
• 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

Desirable

• 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
• 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