Customer Success Manager

Responsibilities

Strategic Customer Partnership

• Own the success, adoption, and growth of UAE private-sector customers using Cohere’s AI solutions.
• Build trusted relationships with CXOs, VPs, directors, and digital-transformation leaders.
• Develop account success plans aligned with organizational missions, digital strategies, budget cycles, and constraints.
• Serve as the primary account 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.

AI Adoption and Implementation

• Guide customers through AI adoption from use-case identification and pilot design to production deployment and scaling.
• Lead secure AI implementations in complex enterprise environments, including sensitive systems and on-premises deployments.
• Address legacy-system integration, data sensitivity, regulatory compliance, and cultural considerations.
• Create change-management strategies that drive workforce adoption and value realization.
• Conduct executive business reviews demonstrating ROI, impact, and strategic value.
• Drive contract renewals and account growth through consistent value delivery.

Customer Advocacy and Product Influence

• Represent UAE private-sector customer needs within Cohere.
• Provide Product and Engineering feedback on security, explainability, Arabic-language support, and ethical AI.
• Contribute to UAE-specific enterprise offerings, implementation 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 or private-sector contexts.
• 3–5 years working directly with UAE enterprises, preferably in finance, healthcare, logistics, or technology.
• Proven experience 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 customer-success strategies, QBRs, and executive-engagement programs.
• Deep understanding of how UAE enterprises evaluate, procure, and govern technology solutions.
• Fluency in Arabic and English.
• Strong knowledge of regional business culture, relationship-building practices, and hierarchical decision-making.
• Understanding of UAE free zones, mainland companies, and multinational operations.
• Knowledge of UAE Labour Law, Saudi business regulations, and data-protection frameworks.
• Familiarity with Saudi Vision 2030, the UAE Digital Transformation Strategy, and Smart Dubai.
• Experience with regional cloud strategies and security frameworks.

Nice to Have

• 3+ years managing GenAI, LLM, or conversational-AI implementations.
• Experience with UAE enterprise digital-transformation initiatives.
• Experience in regional defense, financial-services, or healthcare sectors.
• Background in management consulting, systems integration, or digital-transformation consulting for regional clients.

Compensation and Benefits

• Weekly lunch stipend of $75/£75 or equivalent in local currency.
• Full health and dental benefits, including a separate mental-health budget.
• RRSP matching, 401(k), and pension scheme.
• 100% parental-leave top-up for up to six months for either parent.
• Annual enrichment benefits for arts and culture, fitness and wellness, quality time, and workspace improvements.
• Education and learning stipend for conferences, courses, and coaching.
• Six weeks of paid vacation (30 working days).
• Travel budget for remote employees visiting other offices and an annual company offsite.
• Coworking benefit and a $500 home-office stipend for remote employees.