Why This Job is Featured on The SaaS Jobs
In the current SaaS landscape, Customer Success leadership is increasingly tied to product-led adoption and measurable value delivery, especially as AI capabilities reshape customer expectations. This VP role stands out because it sits at the intersection of enterprise customer outcomes and an AI-first platform, with responsibility spanning multiple regions and a sizeable established CS organization.
For a SaaS career, the scope signals meaningful exposure to the operating system of modern Customer Success: lifecycle design, retention and expansion levers, and instrumentation through common CS and CRM platforms. Leading at this level also builds durable experience in aligning Sales, Product, and Marketing around shared customer metrics, a core competency in subscription businesses where growth is tightly linked to realized outcomes.
This position is best suited to a senior CS operator who prefers translating strategy into repeatable execution, using data and tooling to create consistency across teams and geographies. It will appeal to leaders comfortable engaging enterprise stakeholders while also standardizing processes and KPIs, and to those who want a role where Customer Success has a clear seat at the leadership table.
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
Shape the Next Chapter of Customer Success Excellence
Coveo empowers enterprises to use AI for personalized digital experiences at scale. Built on intelligent search, our enterprise-grade GenAI platform helps 700+ customers unify data, understand intent, and deliver tailored experiences across Commerce and Knowledge. With a strong product foundation, global reach, and a “One Team” culture, Coveo is primed for its next chapter of growth.
We’re seeking an influential Vice President of Customer Success to lead and scale our global CS organization of ~50 professionals across North America, EMEA, and APAC. You’ll play a pivotal role on Coveo’s leadership team, driving customer-centric strategy and execution that fuels adoption, expansion, and advocacy.
This is a high-impact role shaping the customer experience in an increasingly AI-centric world; balancing strategic vision with operational excellence and execution across enterprise accounts.
What You’ll Do
Lead and scale a high-performing global Customer Success team, fostering accountability, collaboration, and innovation.
Define and execute a world-class Customer Success strategy aligned with Coveo’s AI-first, product-led vision.
Accelerate customer adoption, retention, and expansion through data-driven engagement and value realization.
Build trusted relationships with enterprise executives, driving advocacy and long-term partnership.
Champion operational excellence through scalable processes, KPIs, and industry-leading tools such as Salesforce and Gainsight.
Partner cross-functionally with Sales, Product, and Marketing to ensure a seamless, customer-first experience.
Inspire a customer-obsessed culture that prioritizes impact, learning, and continuous improvement.
Represent Customer Success as a strategic voice within Coveo’s leadership team and with key customers.
What You’ll Bring
12+ years of experience in Customer Success or related leadership roles, ideally within high-growth SaaS or enterprise software environments.
Proven track record leading global CS teams at scale ($100M–$500M+ revenue).
Experience owning end-to-end CS functions and driving measurable improvements in retention and expansion.
Deep understanding of complex enterprise solutions and customer lifecycles.
Technical fluency with CS tools and data infrastructure (e.g., Salesforce, Gainsight, Data and AI tools).
Experience in CS transformation initiatives, including tool overhauls and community portal builds.
Exposure to industries such as Commerce, Customer Experience, and Applied AI strongly preferred.
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