Customer Success Manager - Public Sector & Defense, France

WHY THIS ROLE?

We're seeking an exceptional Customer Success Manager with deep expertise in the French public sector and government 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 French government organizations.

WHAT YOU'LL DO

STRATEGIC CUSTOMER PARTNERSHIP:

- 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

AI ADOPTION & IMPLEMENTATION LEADERSHIP:

- 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

CUSTOMER ADVOCACY & PRODUCT INFLUENCE:

- 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

YOU MAY BE A GOOD FIT IF:

REQUIRED EXPERIENCE:

- 8+ years of experience in customer success, account management, strategic consulting, or technology delivery roles within enterprise or French government contexts

- At least 3-5 years working directly with French ministries, regional authorities, or public institutions in a technology, digital transformation, or consulting capacity

- Proven track record of managing complex, strategic accounts with multiple stakeholders, long sales cycles, and multi-year implementation timelines

- Experience leading AI/ML, cloud, or enterprise software implementations in secure or highly regulated environments

- Experience developing and executing customer success strategies, QBRs, and executive engagement programs

- Deep understanding of how French government organizations evaluate, procure (following Code des marchés publics), implement, and govern technology solutions

- Active Confidentiel-Défense or higher security clearance (mandatory)

- Fluent French language proficiency—essential for working across the French public sector

FRENCH PUBLIC SECTOR & GOVERNMENT ACUMEN:

- Comprehensive knowledge of the French public sector ecosystem: central ministries, regional governments (régions), departmental authorities (départements), public enterprises, and critical infrastructure

- Knowledge of relevant legislation and frameworks: RGPD, loi Informatique et Libertés, ANSSI standards, accessibility standards

- Experience with French government cloud strategies and security frameworks: France Cloud, Souveraineté numérique

NICE TO HAVE:

- 3+ years specifically managing GenAI, LLM, or conversational AI implementations

- Experience with specific French public sector digital transformation initiatives: France Relance, France 2030

- 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