Coveo
Senior Customer Experience Program Manager (1-year fixed term)
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Senior Customer Experience Program Manager (1-year fixed term)
Senior Customer Experience Program Manager
Drive scalable customer experiences that create lasting impact.
What if your next role allowed you to shape how customers engage, learn, and grow at scale? As part of Coveo’s Customer Experience organization, you’ll help deliver customer programs that strengthen engagement, accelerate adoption, and elevate the post-sale experience across our global customer base.
You’ll work alongside cross-functional teams to bring customer initiatives to life, from community engagement and Voice of Customer (VoC) programs to scalable digital experiences. If you enjoy building structure in fast-moving environments and collaborating across teams, this role is for you.
Key Responsibilities
As our Senior Customer Experience Program Manager, you will:
- Execute and scale customer engagement programs across the post-sale journey through webinars, office hours, digital touchpoints, and other one-to-many initiatives.
- Support and evolve the Coveo Connect community experience by enabling scalable self-service resources, customer engagement programs, and peer-to-peer interactions.
- Partner cross-functionally with:
- Technical Program Managers
- Customer Lifecycle Managers
- Customer Experience Operations
- Marketing
- Product
- Support to deliver aligned customer experiences.
- Coordinate communications, timelines, workflows, dependencies, and operational readiness across customer engagement initiatives.
- Support Voice of Customer (VoC) initiatives through:
- Feedback collection
- Insights synthesis
- Reporting
- Follow-up coordination.
- Monitor program performance metrics and contribute to continuous improvement through:
- Process optimization
- Reporting enhancements
- Tooling improvements
- Workflow adjustments.
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Qualifications
Here is what will qualify you for the role:
- 5+ years of experience in:
- Customer Experience
- Customer Success Programs
- Program Management
- Customer Marketing
- Or a related customer-facing role in a software-as-a-service (SaaS) environment.
- Experience executing cross-functional customer engagement programs in a business-to-business (B2B) environment.
- Strong project and program management skills, with the ability to manage multiple initiatives simultaneously.
- Experience working with:
- Customer engagement platforms
- Customer relationship management (CRM) systems
- Survey tools
- Reporting dashboards.
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What Will Make You Stand Out?
- Experience supporting:
- Customer communities
- Self-service experiences
- Scaled engagement programs.
- Familiarity with:
- Digital customer success
- Customer lifecycle management
- Software adoption strategies.
- Experience supporting VoC initiatives and translating customer feedback into actionable insights.
- Proven ability to collaborate effectively with cross-functional and customer-facing technical teams.
Join the Coveolife!
We encourage all qualified candidates to apply regardless of, for example, age, gender, disability, gaps in CV, national or ethnic background.
This job description was written by humans, assisted by AI. We may leverage technology in our hiring process to help us see the person behind the resume.
Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo.com to discuss your needs.
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