# Customer Success Manager

**Company:** [Cohere](https://hotfix.jobs/companies/cohere)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, Artificial Intelligence, Machine Learning, Cloud Computing, Generative AI, LLMs, Conversational AI, Change Management, QBRs, Rgpd, Anssi Standards, French Language, On-Premises Deployments, Digital Transformation
**Posted:** 2026-08-19

> Leads strategic customer success, AI adoption, and implementation for French public sector accounts, building executive relationships and driving renewals, growth, and value realization. Requires 8+ years of relevant experience, French government expertise, fluent French, and active Confidentiel-Défense clearance.

## Job Description

## 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.

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