# Customer Success Manager

**Company:** [Cohere](https://hotfix.jobs/companies/cohere)
**Location:** Remote
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, Strategic Consulting, Artificial Intelligence, Machine Learning, Cloud Computing, Enterprise Software, Change Management, Data Protection, Security Frameworks, On-Premises Deployments, LLMs, Conversational AI
**Posted:** 2026-08-19

> Own strategic UAE enterprise customer relationships, leading secure AI adoption, implementation, executive engagement, renewals, and account growth. The role requires 8+ years of enterprise customer success or related experience, direct UAE enterprise experience, AI or cloud implementation expertise, and fluency in Arabic and English.

## Job Description

## 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.

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