Customer Success Manager

Customer Success Manager 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 deep expertise in the German public sector and defence landscape to lead our most strategic government accounts. This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of German government and defence organizations. You will be the trusted advisor and strategic partner for German federal ministries, state (Länder) authorities, public institutions, defence organizations, and critical infrastructure providers as they navigate the complex journey of AI adoption. You’ll guide organizations through the implementation of frontier AI in secure, highly regulated environments—ensuring solutions deliver 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 government engagements. You’ll have the unique opportunity to shape how Germany’s most important institutions leverage AI to serve the public good. What you'll do: Strategic Customer Partnership: - Own the success, adoption, and growth of Cohere’s German public sector and defence customers, ensuring they realize maximum value from our AI solutions - Build deep, trusted relationships with senior German government stakeholders, including Bundesminister, Staatssekretäre, CIOs, digital transformation leads, and ministerial executives - Develop comprehensive success plans tailored to each organization’s mission, digital strategy, budget cycles (Haushaltsplan), 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 German public sector priorities: citizen satisfaction, service delivery improvements, cost savings, operational efficiency, accessibility outcomes AI Adoption & Implementation Leadership: - Guide customers through the full lifecycle of AI adoption—from use case identification and pilot design through production deployment and scaling - Lead secure AI implementation projects in complex German government environments, including air-gapped systems, VS-NfD (Verschlusssachen - nur für den Dienstgebrauch) environments, and on-premises deployments - Navigate the unique challenges of German public sector AI adoption: legacy system integration, data sensitivity, lengthy approval processes (Vergabeverfahren), and risk-averse organizational cultures - Create and execute change management strategies to drive user adoption and value realization across diverse government workforces - Conduct regular executive business reviews with senior stakeholders, demonstrating ROI, impact, and strategic value - Drive contract renewals and account growth by consistently d ... (truncated, view full listing at source)