Customer Success Manager, Public Sector & Defence

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 Canadian public sector and defense 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 government and defense organizations.You will be the trusted advisor and strategic partner for Canadian federal departments, provincial agencies, Crown corporations, defense organizations, and healthcare systems 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 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 government engagements. You'll have the unique opportunity to shape how Canada's most important institutions leverage AI to serve the public good.What You'll DoStrategic Customer Partnership:Own the success, adoption, and growth of Cohere's Canadian public sector and defence customers, ensuring they realize maximum value from our AI solutionsBuild deep, trusted relationships with senior government stakeholders, including Deputy Ministers, CIOs, ADMs, digital transformation leads, and departmental executivesDevelop comprehensive success plans tailored to each organization's mission, digital strategy, budget cycles, and unique constraintsServe as the primary point of contact and executive sponsor for your accounts, managing escalations and ensuring customer satisfactionDefine and track success metrics aligned with public sector priorities: citizen satisfaction, service delivery improvements, cost savings, operational efficiency, accessibility outcomesAI Adoption & Implementation Leadership:Guide customers through the full lifecycle of AI adoption—from use case identification and pilot design through production deployment and scalingLead secure AI implementation projects in complex government environments, including air-gapped systems, Protected B/C environments, and on-premises deploymentsNavigate the unique challenges of public sector AI adoption: legacy system integration, data sensitivity, lengthy approval processes, and risk-averse organizational culturesCreate and execute change management strategies to drive user adoption and value realization across diverse government workforcesConduct regular executive business reviews with senior stakeholders, demonstrating ROI, impact, and strategic valueDrive contract renewals and account growth by consistently delivering value and building trusted relationshipsCompliance & Risk Management:Ensure all implementations meet Canadian government security protocols, including PBMM standards, security assessments, and authority-to-operate requ ... (truncated, view full listing at source)