Customer Success Manager - UAE

About the job

Responsibilities

• Own customer success, adoption, and growth, ensuring maximum value realization from AI solutions.
• Build trusted relationships with senior enterprise stakeholders (CXOs, VPs, Directors).
• Develop tailored success plans based on organizational strategy, budget, and constraints.
• Serve as the primary point of contact and executive sponsor for accounts, managing escalations.
• Define and track success metrics aligned with private sector priorities (ROI, revenue growth, efficiency, cost savings, innovation).
• Guide customers through the AI adoption lifecycle: use case identification, pilot design, production deployment, and scaling.
• Lead secure AI implementation projects in complex enterprise environments.
• Navigate UAE private sector AI adoption challenges: legacy integration, data sensitivity, regulatory compliance, and cultural considerations.
• Create and execute change management strategies for user adoption and value realization.
• Conduct executive business reviews demonstrating ROI, impact, and strategic value.
• Drive contract renewals and account growth by consistently delivering value.
• Serve as the voice of UAE private sector customers within Cohere, advocating for regional needs.
• Provide strategic feedback to Product and Engineering teams on security, explainability, Arabic support, and ethical AI.
• Contribute to the development of UAE-specific enterprise offerings, playbooks, documentation, and best practices.
• Share customer insights to inform regional go-to-market strategy and positioning.
• Represent Cohere at regional business forums, industry events, and enterprise roundtables.

Requirements

• 8+ years of experience in customer success, account management, strategic consulting, or technology delivery in enterprise/private sector.
• 3-5 years working directly with UAE enterprises across finance, healthcare, logistics, or technology.
• Proven track record managing complex, strategic accounts with multiple stakeholders and long timelines.
• Experience leading AI/ML, cloud, or enterprise software implementations in secure/regulated environments.
• Experience developing and executing customer success strategies, QBRs, and executive engagement programs.
• Deep understanding of how UAE enterprises evaluate, procure, and govern technology solutions.
• Fluent Arabic and English language proficiency.
• Strong knowledge of regional business culture, relationship-building, and decision-making processes.
• Understanding of the UAE business environment (free zones, mainland, multinational operations).
• Knowledge of relevant regulations: UAE Labour Law, Saudi business regulations, data protection frameworks.
• Familiarity with national initiatives: Saudi Vision 2030, UAE Digital Transformation Strategy, Smart Dubai.
• Experience with regional cloud strategies and security frameworks.
• 3+ years managing GenAI, LLM, or conversational AI implementations (nice to have).
• Experience with UAE enterprise digital transformation initiatives (nice to have).
• Direct experience with regional defense, financial services, or healthcare sectors (nice to have).
• Background in management consulting, systems integration, or digital transformation consulting for regional clients (nice to have).

Benefits

• Weekly lunch stipend ($75/£75 or local equivalent).
• Full health and dental benefits with a separate budget for mental health.
• RRSP matching, 401K, Pension Scheme.
• 100% Parental Leave top-up for up to 6 months.
• Annual enrichment benefits (Arts & culture, fitness/wellness, quality time, workspace improvement credit).
• Education & learning stipend for conferences.