Why This Job is Featured on The SaaS Jobs
Senior Customer Success Manager roles remain a core lever in SaaS because they sit at the intersection of product adoption, renewals, and expansion. This position is particularly relevant in the Commerce segment, where outcomes depend on aligning search and merchandising capabilities to measurable business goals. The listing signals an enterprise customer base and a platform with enough complexity to require a domain specialist who can translate technical concepts into operational value across varied stakeholders.
From a SaaS career perspective, the work builds durable skills in post-sale strategy: running enablement, shaping success plans, and turning usage signals into a value narrative. It also offers repeated practice in cross-functional influence—advocating customer needs internally while partnering through implementation—an experience that transfers well across B2B SaaS companies with product-led and sales-led motions. Exposure to analytics, CRM workflows, and knowledge management further strengthens the toolkit for senior CS, solutions consulting, or CS operations paths.
This role suits someone who enjoys consultative customer work more than reactive support, and who is comfortable moving between business outcomes and technical detail. It will fit professionals who like structured stakeholder management, can communicate credibly with both executives and technical teams, and want to deepen expertise in enterprise Commerce and search-driven SaaS products.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
The tech evangelist, driving efficiency and value for Commerce customers
As a Senior Customer Success Manager, you will be the trusted advisor and Commerce SME for our customers. You will have the mission to drive customer engagement, product adoption, satisfaction and advocacy, in line with agreed upon joint focus areas and objectives. You will take a consultative approach to ongoing customer product enablement to address skill deficits as well as advise on best practices and solutions that address customers’ desired outcomes, either through existing or new products and capabilities.
There won’t be any typical day in this position, but here are some priorities to focus on:
Provide an outstanding experience to Coveo’s enterprise Commerce customers as they complete the sales process and transit to the CS team.
Grow customers’ depth of understanding by providing enablement sessions on new and existing features and capabilities, and translate complex concepts into easy to understand solutions.
Act as both the Domain Expert (Commerce landscape and Search) and product Superuser to instate a high level of customer confidence in you and the Coveo solutions.
Apply appropriate language depending on stakeholders you engage with, starting with non-technical Business Users, Commerce Directors all the way through to Technical Audiences (CIOs, CTOs).
Advocate the customers’ needs across departments internally.
As the primary point of contact for customers, liaise with all departments throughout the organization to understand the customer goals/outcomes and ensure quality of product configuration for customers in the implementation process.
Contribute, author, and edit Coveo customer facing content as part of the Coveo Knowledge Management initiative.
Experience that could possibly accelerate your success in this role
To be successful in this role, you must be able to understand technical concepts as well as have a strong business acumen, both of which will enable you to see the big picture. You will be required to think of innovative ways to get the job done and help your customers build creative strategies to implement our product successfully.
Among other things, we will be requiring:
Excellent relationship building skills, as you will be required to interact with cross-functional team members throughout the company to advocate for customer needs.
Strong analytical skills; ability to translate numbers into a value story.
Strong functional consultative approach to customer management with a passion for identifying solutions to meet customers’ business goals (understanding how complex solutions work in practice).
Tech-savvy: strong technical enterprise-level computer software background supporting customers in a SAAS environment.
What could really make your profile stand out:
Experience in a similar customer success role or in a solution consulting role.
Exposure to CRM best practices (Salesforce preferred) and with Commerce solutions.
Experience with BI tools / analytics.
Understanding of technical concepts and translating these into practical applications within the Coveo platform.
Do we have a fit?
Send us your resume! Join the CoveoLife!
