Customer Success Manager (Montreal - French Speaking)

Who are we? Our mission is to scale intelligence to serve humanity. We’re training and deploying frontier models for developers and enterprises who are building AI systems to power magical experiences like content generation, semantic search, RAG, and agents. We believe that our work is instrumental to the widespread adoption of AI. We obsess over what we build. Each one of us is responsible for contributing to increasing the capabilities of our models and the value they drive for our customers. We like to work hard and move fast to do what’s best for our customers. Cohere is a team of researchers, engineers, designers, and more, who are passionate about their craft. Each person is one of the best in the world at what they do. We believe that a diverse range of perspectives is a requirement for building great products. Join us on our mission and shape the future! Why This Role? We're seeking an exceptional Customer Success Manager with expertise in the Montreal, Canada, private sector landscape to lead our most strategic commercial accounts. This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of organizations in a dynamic, fast-paced environment. You will be the trusted advisor and strategic partner for a wide range of private sector organizations, including large enterprises, startups and scaleups, as they navigate the complex journey of AI adoption. You'll guide organizations through the implementation of frontier AI in secure, regulated environments—ensuring solutions deliver a measurable impact while meeting stringent security, privacy, compliance, and ethical requirements. In this role, you'll collaborate with our Strategic Customer team, Applied ML (AML) Engineering, Forward Deployed Engineering (FDE), Platform, Product, and Go-to-Market teams, serving as the voice of the customer internally and the face of Cohere externally for our most sensitive and high-impact commercial engagements. You'll have the unique opportunity to shape how Montreal's most important institutions leverage AI to drive innovation and growth. What You'll Do Strategic Customer Partnership: Own the success, adoption, and growth of Cohere's Canadian private sector customers, ensuring they realize maximum value from our AI solutions. Build deep, trusted relationships with senior stakeholders, including CEOs, CTOs, CIOs, digital transformation leads, and departmental executives. Develop comprehensive success plans tailored to each organization's mission, digital strategy, budget cycles, and unique constraints. Serve as the primary point of contact and executive sponsor for your accounts, managing escalations and ensuring customer satisfaction. Define and track success metrics aligned with private sector priorities: customer satisfaction, service delivery improvements, cost savings, operational efficiency, and accessibility outcomes. AI Adoption & Implementation Leadership: Guide customers through the full lifecycle of AI adoption—from identifying use cases and designing pilots through production deployment and scaling. Lead secure AI implementation projects in complex commercial environments, including hybrid and on-premises deployments. Navigate the unique challenges of private sector AI adoption: legacy system integration, data sensitivity, lengthy approval processes, and risk-averse organizational cultures. Create and execute change management strategies to drive user adoption and value realization across diverse workforces. Conduct regular executive business reviews with senior stakeholders, demonstrating ROI, impact, and strategic value. Drive contract renewals and account growth by consistently delivering value and building trusted relationships. Compliance & Risk Management: Ensure that all implementations comply with relevant security protocols, including security assessments and authority-to-operate requirements. Navigate privacy and compliance requirements, including the Privacy Act, PIPEDA, PHIPA, and accessibility standards. Lead or support Algorithmic Impact Assessments and responsible AI governance processes. Develop risk mitigation strategies for AI deployments in high-security, mission-critical, and customer-facing contexts. Coordinate with customer security teams, privacy officers, legal counsel, and compliance functions. Customer Advocacy & Product Influence: Serve as the voice of private sector customers within Cohere, advocating for features and capabilities that address commercial needs and requirements. Provide strategic feedback to Product and Engineering teams on requirements related to security, explainability, accessibility, and ethical AI. Contribute to the development of private sector-specific offerings, implementation playbooks, documentation, and best practices. Share customer insights to inform Cohere's private sector go-to-market strategy and positioning. Represent Cohere at industry forums, working groups, roundtabl