Why This Job is Featured on The SaaS Jobs
This Senior Director, Technical Success role stands out in SaaS because it formalizes a technical customer-outcomes function designed for enterprise deployments, particularly where applied AI and complex integrations are central. The remit sits at the intersection of product adoption and production readiness, reflecting a common pattern in mature SaaS companies that need repeatable technical engagement models for high-stakes customers rather than ad hoc escalation.
For a SaaS career, the distinctive value is learning how to build an operating system for post-sale technical execution. The scope covers defining engagement guardrails, scaling customer-facing engineering and architecture roles, and creating mechanisms that translate field learnings into reusable assets and product feedback. That combination is broadly transferable across enterprise SaaS, especially in organizations balancing bespoke customer needs with the need to standardize delivery and protect margins.
This role fits leaders who prefer setting technical direction and organizational design over owning renewals or general CS operations. It will suit someone comfortable being the executive-facing technical authority, orchestrating cross-functional alignment, and setting quality bars for architecture and delivery. It also aligns with professionals motivated by turning complex prototypes into production outcomes and building teams that operate with clear boundaries and measurable impact.
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 future of Technical Success at scale
Ready to redefine the future of Customer Success in an artificial intelligence-powered world?Coveo powers over 700 organizations to transform their data into personalized, high-impact digital experiences, and is entering a pivotal new phase of growth driven by cutting-edge technology, innovation, and global reach.
As part of this evolution, Coveo is transforming its Customer organization to support enterprise artificial intelligence adoption at scale through the creation of a Technical Success organization. We are seeking a visionary, hands-on Senior Director, Technical Success to build and lead this new group, owning technical customer outcomes as the senior technical authority across the customer lifecycle.
This is not a traditional Customer Success leadership role. It does not own Customer Success Managers, renewals, scaled programs, or operational tooling, and is instead a deeply technical, outcome-driven leadership role focused on moving customers from adoption to production to expansion with architectural integrity, disciplined execution, and clear engagement standards.
As our Senior Director, Technical Success, you will:
Define, build, and scale Coveo’s Technical Success function from the ground up in partnership with the VP, Customer Transformation & Operations, establishing the operating model, engagement frameworks, role definitions, escalation paths, utilization targets, leadership structure, hiring plans, and career ladders across Forward Deployed Engineers (FDEs), Technical Engagement Managers (TEMs), and Technical Solution Architects (TSAs).
Lead and grow the Forward Deployed Engineering organization, a customer-facing engineering team focused on Coveo’s most complex and high-impact enterprise use cases, responsible for identifying novel applications, designing and building first-of-their-kind solutions, and moving customers from prototype to pilot to production through deep data analysis and lighthouse deployments.
Lead and develop Technical Engagement Managers, who own the end-to-end technical success of strategic customers and complex initiatives by setting architectural direction, identifying and mitigating technical and delivery risks, aligning adoption and expansion roadmaps, and orchestrating the right internal and external resources across the customer lifecycle.
Lead and develop Technical Solution Architects, accountable for technical feasibility, reference and target architectures, integration strategies, proof of concepts, expansion demonstrations, and consistent adherence to technical, security, and deployment standards that enable scalable and repeatable customer success.
Establish and enforce disciplined technical engagement guardrails, including entry and exit criteria, approval and escalation gates, role boundaries, and engagement standards, ensuring Technical Success remains a high-leverage, outcome-oriented organization rather than a reactive escalation or delivery team, while protecting margin and avoiding long-term dependency on Product and Research and Development teams.
Create and operationalize a customer-to-product learning engine by ensuring insights from forward-deployed work, complex deployments, and technical engagements are systematically captured and translated into reusable patterns, best practices, reference architectures, enablement assets, and actionable product feedback, allowing Coveo to standardize what works and scale impact.
Serve as the senior executive-facing technical authority for Coveo’s most complex enterprise customers, building trusted long-term relationships through technical credibility, guiding customers through artificial intelligence adoption with rigor and confidence, and driving advocacy, value realization, and expansion with architectural integrity.
Set the technical quality bar and drive cross-functional alignment by partnering closely with Customer Value, Product Management, Research and Development, Pre-sales, Account Management, Professional Services, Support, and Partners to ensure a consistent, technically excellent customer experience, while fostering a customer-obsessed culture of learning, impact, and continuous improvement.
Here is what will qualify you for the role:
10+ years of experience in senior, customer-facing technical leadership roles within enterprise software, artificial intelligence platforms, data platforms, search or relevance systems, or developer-focused products, with a proven ability to drive complex solutions into production at enterprise scale.
Demonstrated success building, leading, and scaling customer-facing technical organizations such as solution architects, technical engagement leaders, deployment teams, or forward-deployed engineering teams, including hiring senior leaders and establishing durable operating models.
Deep technical and architectural expertise across enterprise systems, data pipelines, integrations, cloud platforms, and applied artificial intelligence or relevance-driven systems, with the ability to guide strategy and execution without defaulting to hands-on delivery.
Strong experience partnering with Product Management, Research and Development, Professional Services, and external delivery partners, with a clear ability to define boundaries between governance, enablement, and execution while protecting customer outcomes and margins.
What will make you stand out:
A track record of leading technical transformation initiatives, moving organizations from reactive, ad-hoc engagement models to disciplined, scalable operating frameworks with measurable outcomes.
Exceptional executive communication skills, with the credibility to influence senior customer stakeholders and internal leaders through technical clarity, judgment, and trust.
The ability to attract, inspire, and retain high-caliber technical leaders and engineers who thrive at the intersection of complex systems, real customer problems, and business impact.
Exposure to industries such as commerce, customer experience, or applied artificial intelligence, and experience supporting expansion motions in complex enterprise environments.
Do you think you can bring this role to life? Or add your own color?You don’t need to check every single box; passion goes a long way and we appreciate that skillsets are transferable.
Send us your application, we want to hear from you!
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
