Gretchen Wahl
Customer Champion | AI | E-Commerce | Product Management | UX | Problem Solver
- Role
- Senior Customer Success Manager at Coveo
- Location
- Westfield, NJ, US
- LinkedIn followers
- 500 followers
About Gretchen Wahl
Ten years into my 20-year career as a digital and eCommerce leader, I found my calling:…
Experience
Senior Customer Success Manager
Feb 2025 — Present · Montreal, QC, CA
Fully embody the role of a results-oriented customer advocate, leveraging extensive eCommerce experience to help clients realize value from AI-driven search and personalization solutions that enhance user experience, conversion, and revenue growth.• Partner with enterprise clients to drive adoption and measurable ROI from Coveo’s AI-powered relevance solution ensuring, alignment with business outcomes.• Develop and execute success plans that translate AI capabilities into tangible performance gains—boosting conversion by 12-16%, AOV by 8.6%, search engagement by 13-35%, and retention metrics by 15%.• Partner with Product, Data Science, and Engineering teams to surface customer insights that improve search relevance and overall platform experience.• Lead strategic business reviews to demonstrate value delivered through AI-driven optimizations, identify new use cases, and expand solution footprint across the organization.• Leverage analytics and customer health scoring to proactively identify adoption gaps and mitigate churn.
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