Senior Customer Experience Program Manager

Responsibilities

• Execute and scale customer engagement programs through webinars, office hours, and digital touchpoints to accelerate adoption.
• Support the Coveo Connect community by enabling scalable self-service resources and peer-to-peer interactions.
• Partner cross-functionally with Marketing, Product, Support, and Customer Success teams to deliver aligned customer experiences.
• Coordinate communications, timelines, workflows, and operational readiness for all customer engagement initiatives.
• Support Voice of Customer (VoC) initiatives by collecting feedback, synthesizing insights, and coordinating follow-up actions.
• Monitor program performance metrics and optimize processes, reporting, and tooling for continuous improvement.

Requirements

• 5+ years of experience in Customer Experience, Customer Success Programs, Program Management, or related customer-facing roles.
• Proven experience working within a Software-as-a-Service (SaaS) environment.
• Experience executing cross-functional engagement programs in a B2B environment.
• Strong project and program management skills with the ability to manage multiple complex initiatives simultaneously.
• Proficiency with CRM systems, customer engagement platforms, survey tools, and reporting dashboards.

Preferred Qualifications

• Experience supporting customer communities and building self-service engagement models.
• Familiarity with digital customer success strategies and software adoption lifecycles.
• Experience translating Voice of Customer (VoC) feedback into actionable business insights.
• Ability to collaborate effectively with technical, customer-facing teams.

About the Company

Coveo is a pioneer in AI-powered search and recommendations. We use intelligent search and machine learning to personalize digital experiences for customers, partners, and employees, making every interaction efficient, effortless, and content-rich.