Coveo

Global VP, Client Growth

Coveo

full-time

Posted on:

Location Type: Hybrid

Location: London • New York • United States

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Job Level

Lead

About the role

  • Own customer outcomes end‑to‑end
  • Design and own the customer lifecycle from pilot to multi‑market rollout (onboarding, enablement, QBRs, renewals, and expansion).
  • Ensure customers realize fast, tangible value from Conveo (time saved, depth of insight, impact on decisions).
  • Create clear success plans with executive sponsors, with agreed goals, timelines, and measures of success.
  • Build a high‑performing CS organization
  • Hire, coach, and lead a small team of CSMs who can operate at enterprise level.
  • Set standards for quality, responsiveness, and ownership across all customer touch points.
  • Define operating rhythms (stand‑ups, pipeline / health reviews, retros) that keep the team focused on impact, not activity.
  • Drive expansion, retention, and advocacy
  • Partner closely with Sales on renewals, and expansion motions, ensuring tight handoffs and no stalls.
  • Systematically identify upsell / cross‑sell opportunities (new markets, new teams, additional use cases).
  • Turn happy customers into advocates via references, testimonials, case studies, and event participation.
  • Be the voice of the customer into Product & GTM
  • Synthesize feedback from strategic accounts into clear priorities for Product and Engineering.
  • Partner with Marketing to turn real projects into compelling stories (case studies, talks, content).
  • Install systems, not heroics
  • Define scalable processes for onboarding, support, issue escalation, and risk management.
  • Ensure the right level of instrumentation and reporting around usage, health, and risk (e.g. product usage, engagement, NPS, renewal status).
  • Build workflows and documentation so that quality scales without exploding headcount.

Requirements

  • 8–15 years in Customer Success, Account Management, or related leadership roles in the market research industry
  • Deep market research experience is mandatory. You must understand how insights teams operate within CPG, Tech, Pharma, and Financial Services companies — including their workflows, stakeholders, procurement processes, and decision‑making cycles.
  • Proven track record owning renewals and expansion targets for enterprise / upper‑midmarket accounts.
  • Experience building or scaling a CS function in a fast‑growing environment.
  • Comfortable working with AI‑driven products and translating them into business outcomes for non‑technical stakeholders.
  • Builder mindset: you enjoy creating playbooks, processes, and teams from first principles rather than inheriting a finished machine.
Benefits
  • Own attention for a hyper-growth, YC-backed AI company.
  • Direct access to founders and high-leverage operators.
  • Help define how AI-powered research becomes the global default.
  • Be part of a team aiming to go from one to one hundred million ARR in record time.
  • Competitive compensation with meaningful equity upside.
  • A culture built on taste, speed, ownership, and ambition.
  • Opportunities to travel globally and build real relationships with customers shaping the future.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer lifecycle managementcustomer success managementrenewals managementexpansion strategyprocess definitiondata analysisreportingworkflow documentationrisk managementAI-driven product integration
Soft Skills
leadershipcoachingteam buildingcommunicationstrategic thinkingcustomer advocacycollaborationproblem-solvingorganizational skillsbuilder mindset