Customer Success Manager
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Job Description
Customer Success Manager owning strategic UAE enterprise accounts for Cohere, a security-first enterprise AI company. Guiding secure AI adoption, implementation, renewals, and regional customer advocacy.
Responsibilities:
- Own the success, adoption, and growth of Cohere’s UAE private sector customers
- Build trusted relationships with senior enterprise stakeholders, including CXOs, VPs, Directors, and digital transformation leads
- Develop success plans tailored to each organization’s mission, digital strategy, budget cycles, and constraints
- Serve as primary point of contact and executive sponsor, managing escalations and customer satisfaction
- Define and track success metrics including ROI, revenue growth, operational efficiency, cost savings, and innovation outcomes
- Guide customers through AI adoption from use-case identification and pilot design through production deployment and scaling
- Lead secure AI implementation projects in complex enterprise environments, including sensitive systems and on-premises deployments
- Navigate legacy integration, data sensitivity, regulatory compliance, and cultural considerations
- Create and execute change-management strategies to drive user adoption and value realization
- Conduct regular executive business reviews demonstrating ROI, impact, and strategic value
- Drive contract renewals and account growth
- Advocate internally for regional customer features and capabilities
- Provide strategic feedback to Product and Engineering on security, explainability, Arabic support, and ethical AI
- Contribute to UAE-specific offerings, playbooks, documentation, and best practices
- Share customer insights with 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 roles within enterprise or private sector contexts
- At least 3–5 years working directly with UAE enterprises across finance, healthcare, logistics, or technology
- Proven track record 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 UAE enterprises evaluate, procure, and govern technology solutions
- Fluent Arabic and English language proficiency
- Strong knowledge of regional business culture, relationship-building practices, and hierarchical decision-making processes
- Understanding of the UAE business environment, including free zones, mainland companies, and multinational operations
- Knowledge of UAE Labour Law, Saudi business regulations, and data protection frameworks
- Familiarity with Saudi Vision 2030, UAE Digital Transformation Strategy, and Smart Dubai
- Experience with regional cloud strategies and security frameworks
- 3+ years specifically managing GenAI, LLM, or conversational AI implementations
- Experience with UAE enterprise digital transformation initiatives
- Direct experience with regional defense, financial services, or healthcare sectors
- Background in management consulting, systems integration, or digital transformation consulting for regional clients
Benefits:
- A weekly lunch stipend of $75/£75 or equivalent in your local currency
- Full health and dental benefits
- Separate mental health budget
- RRSP matching
- 401K
- Pension Scheme
- 100% Parental Leave top-up for up to 6 months, for either parent
- Annual enrichment benefits covering arts & culture, fitness/wellness, quality time, and workspace improvement credit
- Education & learning stipend for conferences, courses, and coaching
- 6 weeks of paid vacation (30 working days)
- Budget for traveling to other offices if remote
- Annual company offsite
- Daily lunch program, snacks, and regular community and social events for office-based employees
- Co-working benefit for employees not near an office
- $500 home office stipend
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