Devon Thompson
Director Customer Experience @Coveo
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WORK HISTORY
Director Customer Experience @Coveo
Kingston, ON, CA
Lead the strategic design, analysis, and continuous optimization of the customer journey across all segments, aligning initiatives with company-wide objectives. Own the digital engagement and self-service experience, including strategy, design, and ongoing management of the customer community as a central hub for scalable support, self-service success, and peer engagement.Oversee Voice of Customer programs to surface actionable insights that inform product, success, and operational improvements. Partner closely with Customer Success, Marketing, and Product teams to ensure a unified customer experience across channels. Drive CX enablement through platform strategy and tooling, leveraging solutions like Gainsight to support proactive engagement, product adoption campaigns, CS playbook creation, customer lifecycle & journey mapping, and customer health visibility.
EDUCATION
Schulich School of Business - York University
Key Account Management & Client Development
St Lawrence College
Certification, Project Management
St Lawrence College
Developmental Service
ABOUT DEVON THOMPSON
Customer Experience leader with deep B2B SaaS expertise, specializing in designing and scaling customer-centric strategies that drive retention and revenue without sacrificing human connection. Brings full-lifecycle ownership across Customer Success, Success Operations, and self-service experiences, including customer communities.Advocate for AI-enabled scale and automation, grounded in the belief that technology should enhance—not replace—trusted customer relationships. Known for bridging strategy with execution, aligning cross-functional teams, and delivering measurable gains in adoption, satisfaction, and loyalty across complex customer ecosystems.
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