Why This Job is Featured on The SaaS Jobs
Customer Success leadership roles remain pivotal in SaaS because retention, adoption, and expansion are the compounding levers of recurring revenue. This listing stands out for its emphasis on operational rigor—health scoring, dashboards, tooling, and standardized customer touchpoints—suggesting a Customer Success function that is being run with measurable systems rather than ad hoc account coverage. The remit also signals a mature CS motion where quality and consistency across customer interactions are treated as a product of process.
For a SaaS career, the role offers durable experience in translating customer outcomes into scalable operating practices. Managing CSM performance through data, capacity planning, and cross-functional coordination builds skills that travel well across subscription businesses: forecasting renewals risk, improving time-to-value, and aligning Sales, Product, and Services around a shared customer plan. The exposure to tool selection and best-practice implementation is especially relevant in SaaS, where CS tech stacks and instrumentation evolve quickly.
This position is best suited to a practitioner ready to move from individual customer ownership to team-wide impact. It will fit someone who prefers coaching through observed calls and structured feedback, and who is comfortable presenting performance narratives to leadership. It also aligns with managers who enjoy coordinating across functions to reduce friction in handoffs and execution.
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 Challenge
At Coveo, Customer Success is at the heart of our mission to deliver relevance at scale, transforming every customer interaction into a meaningful, value-driven experience. As a Manager, Customer Success, you will lead, coach, and inspire a high-performing team of CSMs responsible for guiding our customers toward impactful business outcomes.
In this role, you’ll set the pace for operational excellence, elevate the capabilities of your team, and partner cross-functionally to ensure long-term success with our customer base. You’ll also collaborate closely with the Senior Director, Customer Success to continuously raise the bar on team performance, and ensure we advance on strategic initiatives to put CS forward.
As our Manager, Customer Success, you will:
Guide your team of CSMs with personalized coaching, strengths-based development, and a culture of accountability and excellence.
Join CSMs in customer meetings, including cadence calls, strategic checkpoints, and QBRs, to ensure quality, consistency, and a unified customer experience.
Use customer health scores, data insights, and CS tooling to accelerate time-to-value, strengthen adoption, and uncover expansion opportunities.
Monitor dashboards and key metrics to track team performance, address gaps, and prepare leadership-ready performance reports.
Identify, evaluate, and introduce new tools, processes, and best practices to improve team efficiency and scalability.
Collaborate closely with cross-functional partners including Professional Services, Account Management, Sales, Product, and Support to ensure seamless customer handoffs, aligned strategy and a cohesive customer experience.
Forecast team capacity and coverage to ensure balanced workloads and consistent customer experience.
Here is what will qualify you for the role:
Are data-driven, autonomous, and motivated by team achievement rather than individual wins.
Are a compelling storyteller with the ability to turn data and complex insights into clear, actionable narratives.
Bring proven credibility from your own hands-on experience as a CSM, including direct success with enterprise SaaS customers.
Consistently operate with a growth mindset, welcome feedback, and role-model Coveo’s values every day.
Inspire trust and action through clear, assertive, and empathetic communication.
Collaborate fluently with both technical and non-technical audiences, and have a knack for championing CS initiatives with Product, Marketing and Sales.
What will make you stand out:
8+ years of full-cycle SaaS customer adoption experience.
3+ years leading CSMs, including direct management of enterprise accounts.
Proven experience influencing cross-functional initiatives and team-wide performance.
What is it like to work at Coveo? You’ll join a team of passionate people with an innovative mindset who constantly push the envelope. You’ll enjoy learning with the best, the empowerment of working on a complex product and trust from leadership. You’ll stay for endless development opportunities; we sweat it off at work and know how to have fun.
Join the CoveoLife!
