Customer Success Manager

San Francisco / New York
Go-to-Market – Customer Operations /
Who are we?
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 obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers.

Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products.

Join us on our mission and shape the future!

Why this role?

Cohere’s Customer Success team ensures our customers have the best experience both onboarding and using our platform. The team is quickly scaling and we are seeking a Customer Success Manager. 

In this individual contributor role, the Customer Success Manager will enhance the utilization of Cohere's technology and maximize the value it brings to the customer. You will be the main point of contact, understanding the requirements of our clients and partners and ensuring an outstanding experience.

As a Customer Success Manager, you will:

    • Be an expert in Cohere's product suite
    • Act as the voice of the customer.  Identify insights & communicate them to our Product, Sales and Engineering teams
    • - Unblock paths to deployment: partner with internal teams and customers to remove blockers and speed up time to deployment and value.
    • Gain a deep understanding of the customers' needs and guide them strategically towards solutions
    • Own the end-to-end renewal process (forecasting, reporting, mitigating churn & lead renewals) - conduct QBR’s, identify expansion opportunities, manage contract negotiations & coordinate with product teams
    • Build a trusted advisor relationship with customers

This career opportunity may be a good match for you if you have:

    • 5+ years of experience in Customer Success working with a technical enterprise product/solution
    • A natural passion and interest in the AI industry (LLMs in particular)
    • Crisp communication skills. You listen well (you put yourself in the users shoes). You have experience articulating technical terms to non-technical audiences
    • A collaborative mindset & experience working cross-functionally with multiple teams and stakeholders.
    • A strong understanding or a background in LLMs, AI or Machine Learning
    • The ability to do whatever it takes to solve a problem. The ability to pivot with speed.  Resourcefulness and willingness to explore multiple solutions
    • A solutions engineering skillset (ie. some knowledge of APIs/Python/model serving is nice to have
If some of the above doesn’t line up perfectly with your experience, we still encourage you to apply! If you consider yourself a thoughtful worker, a lifelong learner, and a kind and playful team member, Cohere is the place for you.

We value and celebrate diversity and strive to create an inclusive work environment for all. We welcome applicants from all backgrounds and are committed to providing equal opportunities. Should you require any accommodations during the recruitment process, please submit an Accommodations Request Form, and we will work together to meet your needs.

Our Perks:
🤝 An open and inclusive culture and work environment 
🧑‍💻 Work closely with a team on the cutting edge of AI research 
🍽 Weekly lunch stipend, in-office lunches & snacks
🦷 Full health and dental benefits, including a separate budget to take care of your mental health 
🐣 100% Parental Leave top-up for 6 months for employees based in Canada, the US, and the UK
🎨 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
✈️ 6 weeks of vacation

Note: This post is co-authored by both Cohere humans and Cohere technology.