Customer Success Manager

Responsibilities

• Own the success, adoption, and growth of Cohere's French public sector customers.
• Build trusted relationships with senior French government stakeholders, including ministers, prefects, CIOs, digital transformation leads, and ministerial executives.
• Develop success plans aligned with organizational missions, digital strategies, budget cycles, and constraints.
• Serve as the primary account contact and executive sponsor; manage escalations and customer satisfaction.
• Define and track success metrics such as citizen satisfaction, service delivery, cost savings, operational efficiency, and accessibility.
• Guide customers through AI adoption from use-case identification and pilot design through production deployment and scaling.
• Lead secure AI implementation projects, including sensitive-system and on-premises deployments.
• Navigate legacy integration, data sensitivity, procurement processes, approval requirements, and regulatory compliance.
• Create change-management strategies to drive adoption and value realization.
• Conduct executive business reviews and demonstrate ROI and strategic value.
• Drive renewals and account growth.
• Advocate internally for French public sector customer needs, including security, explainability, accessibility, French-language support, and ethical AI.
• Provide feedback to Product and Engineering and contribute to public-sector offerings, playbooks, documentation, and go-to-market strategy.
• Represent Cohere at French government forums, working groups, roundtables, and industry events.

Requirements

• 8+ years of experience in customer success, account management, strategic consulting, or technology delivery in enterprise or French government contexts.
• 3–5 years working directly with French ministries, regional authorities, or public institutions in technology, digital transformation, or consulting.
• Experience managing complex strategic accounts with multiple stakeholders, long sales cycles, and multi-year implementations.
• Experience leading AI/ML, cloud, or enterprise software implementations in secure or highly regulated environments.
• Experience developing customer success strategies, QBRs, and executive engagement programs.
• Deep understanding of French government technology evaluation, procurement, implementation, and governance.
• Active Confidentiel-Défense or higher security clearance.
• Fluent French proficiency.
• Knowledge of the French public sector ecosystem, including central ministries, regional and departmental authorities, public enterprises, and critical infrastructure.
• Knowledge of RGPD, loi Informatique et Libertés, ANSSI standards, accessibility standards, France Cloud, and digital sovereignty frameworks.

Nice to Have

• 3+ years managing GenAI, LLM, or conversational AI implementations.
• Experience with France Relance or France 2030 initiatives.
• Experience with French defense, intelligence, public safety, or national security organizations.
• Background in management consulting, systems integration, or French public-sector digital transformation consulting.

Compensation & Benefits

• Weekly lunch stipend of $75, £75, or equivalent in local currency.
• Full health and dental benefits, including a mental-health budget.
• RRSP matching, 401(k), or pension scheme.
• 100% parental-leave top-up for up to six months.
• Annual enrichment benefits for arts and culture, fitness and wellness, quality time, and workspace improvements.
• Education and learning stipend.
• Six weeks of paid vacation.
• Remote-office travel budget and annual company offsite.
• Coworking benefit and $500 home-office stipend.