Customer Success Manager (Public Sector & Defense)

• Own the success, adoption, and growth of Cohere’s French public sector customers, ensuring they realize maximum value from our AI solutions
• Build deep, trusted relationships with senior French government stakeholders, including Ministres d’État, Préfets, CIOs, digital transformation leads, and ministerial executives
• Develop comprehensive success plans tailored to each organization’s mission, digital strategy, budget cycles (lois de finances), 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 French public sector priorities: citizen satisfaction, service delivery improvements, cost savings, operational efficiency, accessibility outcomes
• 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 French government environments, including sensitive systems and on-premises deployments
• Navigate the unique challenges of French public sector AI adoption: legacy system integration, data sensitivity, lengthy approval processes (marchés publics), and regulatory compliance requirements
• 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 delivering value and building trusted relationships
• Serve as the voice of the French public sector customers within Cohere, advocating for features and capabilities that address government-specific needs
• Provide strategic feedback to Product and Engineering teams on requirements related to security, explainability, accessibility, French language support, and ethical AI
• Contribute to the development of French public sector-specific offerings, implementation playbooks, documentation, and best practices
• Share customer insights to inform Cohere’s French public sector go-to-market strategy and positioning
• Represent Cohere at French government forums, working groups (groupes de travail), roundtables, and industry events

Benefits

• Six weeks’ paid vacation
• Equity / stock options
• RRSP, 401(k), and Pension Scheme contributions
• Coverage for 100% of your insurance premiums across health, dental, vision, and travel
• Additional coverage for accessing mental health providers/services
• Six months of fully paid parental leave, including adoption and surrogacy
• Financial support for egg freezing and IVF in Canada and the UK
• A monthly fitness and wellness allowance
• Globally dispersed company that supports a remote work culture
• A $2,000 annual education benefit for professional development
• A weekly stipend for meals when working remotely and catered lunch when working from one of our global offices
• A monthly arts and culture allowance
• A monthly quality time allowance

• Active Confidentiel-Défense or higher security clearance (mandatory)
• Experience developing and executing customer success strategies, QBRs, and executive engagement programs
• 8+ years of experience in customer success, account management, strategic consulting, or technology delivery roles within enterprise or French government contexts
• If any of the above doesn’t line up exactly with your experience, we still encourage you to apply
• Experience leading AI/ML, cloud, or enterprise software implementations in secure or highly regulated environments
• Fluent French language proficiency—essential for working across the French public sector
• Experience with French government cloud strategies and security frameworks: France Cloud, Souveraineté numérique
• Knowledge of relevant legislation and frameworks: RGPD, loi Informatique et Libertés, ANSSI standards, accessibility standards
• Deep understanding of how French government organizations evaluate, procure (following Code des marchés publics), implement, and govern technology solutions
• Proven track record of managing complex, strategic accounts with multiple stakeholders, long sales cycles, and multi-year implementation timelines
• Comprehensive knowledge of the French public sector ecosystem: central ministries, regional governments (régions), departmental authorities (départements), public enterprises, and critical infrastructure
• At least 3-5 years working directly with French ministries, regional authorities, or public institutions in a technology, digital transformation, or consulting capacity
• Experience with specific French public sector digital transformation initiatives: France Relance, France 2030
• 3+ years specifically managing GenAI, LLM, or conversational AI implementations
• Direct experience working with French defense, intelligence, public safety, or national security organizations
• Background in management consulting, systems integration, or digital transformation consulting for French public sector clients