Head of Services, Customer Success & Support

Who are we? We’re a small, diverse team working at the cutting edge of machine learning. At Cohere, our mission is to build machines that understand the world and to make them safely accessible to all. Language is at the crux of this, but it can be difficult and expensive to parse the syntax, semantics, and context that all work together to give words meaning. The Cohere platform provides access to Large Language Models through its APIs that read billions of web pages and learns to understand the meaning, sentiment, and intent of the words we use in a richness never seen before.  We've recently raised our Series C , and we are focused on bringing our technology to market. We will partner with customers so they can build natural language understanding and generation into their products with just a few lines of code. We’re ambitious — we believe our technology will fundamentally transform how industries interact with natural language. And we have the technical chops to back it up - Cohere’s CEO, Aidan Gomez, is a co-author of the groundbreaking paper “Attention is all you need” , and was previously part of Google Brain. Our entire technical team is world-class.  We are focused on creating a diverse and inclusive work environment so that all of our team members can thrive. We welcome kind and brilliant people to our team, from wherever they come. As our Head of Services, Customer Success & Support you will have the opportunity to build and lead a world class team along with driving adoption and customer experiences for our largest customers & technology partners. You will have the opportunity to make a huge impact, influencing our product roadmap. You will work with our team to define the end-to-end customer lifecycle including roles & responsibilities, handoffs, workflows and more while partnering closely with our product, pre-sales and post-sales teams. Please Note: We have offices in Toronto, Palo Alto and London but embrace being remote-first! We are looking for candidates based in Canada or the United States for this role. As our Head of Services, Customer Success & Support, your responsibilities include: - Leading and building customer-facing teams - Coaching leaders and contributors in our customer success, services and support teams - Ensuring that all teams are aligned and focused on delivering an exceptional customer experience - Measuring & analyzing customer data (ie. customer feedback data, support metrics, and other customer-related data sources), identifying trends and areas for improvement along with developing insights to be used to improve the customer experience - Troubleshooting challenges, identifying gaps and showcasing Cohere’s value proposition - Enhancing our customer journey, solving for the customer, identifying the key touch points across interactions with customers & developing strategies to optimize each step of the journey - Championing the customer within our organization & advocating for the customer in all decision-making processes at the executive and other levels You may be a good fit, if you have: - 10+ years experience leading Services, Customer Success & Support teams at scale - Strong experiences working in a cloud, SaaS, data engineering or tech infra organization - A strong customer mindset - Superior listening, communication & interpersonal skills - Proven customer lifecycle experience, solving for the customer - A history of parenting successfully with post-sales, pre-sales and product teams - Strong problem solving and analytical skills - Proven ability to effectively manage ambiguity - Experience working for fast paced tech startup and/or experience working in the AI/ML industry is a plus 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 of all kinds and are committed to providing an equal opportunity process. Cohere provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you 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  🍽 Free daily lunch  🦷 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, Palo Alto, 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. Apply for this job