Customer Success Manager

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

• Take charge of the success, adoption, and expansion of Cohere’s private sector clientele in the UAE.

• Establish trusted connections with senior stakeholders in enterprises, including CXOs, VPs, Directors, and leaders of digital transformation.

• Create customized success plans that align with each organization’s objectives, digital strategies, budget cycles, and limitations.

• Act as the main point of contact and executive sponsor, overseeing escalations and ensuring customer satisfaction.

• Define and monitor success metrics such as ROI, revenue growth, operational efficiency, cost savings, and innovation outcomes.

• Assist customers in their journey of AI adoption, from identifying use cases and designing pilots to deploying and scaling in production.

• Lead secure AI implementation initiatives in intricate enterprise settings, including sensitive systems and on-premises deployments.

• Manage integration with legacy systems, address data sensitivity, ensure regulatory compliance, and consider cultural factors.

• Develop and implement change management strategies to enhance user adoption and realize value.

• Conduct regular executive business reviews showcasing ROI, impact, and strategic value.

• Propel contract renewals and account growth.

• Advocate for regional customer features and capabilities internally.

• Provide strategic insights to Product and Engineering teams regarding security, explainability, Arabic support, and ethical AI.

• Contribute to UAE-specific offerings, playbooks, documentation, and best practices.

• Share customer insights to inform regional go-to-market strategies and positioning.

• Represent Cohere at regional business forums, industry events, and enterprise roundtables.

⛳️ Requirements

• Over 8 years of experience in customer success, account management, strategic consulting, or technology delivery roles within enterprise or private sector environments.

• A minimum of 3–5 years of direct experience with UAE enterprises in sectors such as finance, healthcare, logistics, or technology.

• Demonstrated success managing complex, strategic accounts involving multiple stakeholders, extended sales cycles, and multi-year implementation schedules.

• Experience in leading AI/ML, cloud, or enterprise software implementations in secure or heavily regulated settings.

• Proven ability to develop and execute customer success strategies, QBRs, and executive engagement initiatives.

• Comprehensive understanding of how UAE enterprises assess, procure, and manage technology solutions.

• Proficient in both Arabic and English languages.

• Strong knowledge of regional business culture, relationship-building techniques, and hierarchical decision-making processes.

• Insight into the UAE business landscape, including free zones, mainland companies, and multinational operations.

• Familiarity with UAE Labour Law, Saudi business regulations, and data protection frameworks.

• Awareness of Saudi Vision 2030, UAE Digital Transformation Strategy, and Smart Dubai initiatives.

• Experience with regional cloud strategies and security frameworks.

• Over 3 years of specific experience managing GenAI, LLM, or conversational AI projects.

• Experience in UAE enterprise digital transformation efforts.

• Direct experience in 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.

• Comprehensive health and dental benefits.

• Separate budget for mental health support.

• RRSP matching.

• 401K plans.

• Pension Scheme.

• Full 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 credits.

• Education and learning stipend for conferences, courses, and coaching.

• Six weeks of paid vacation (30 working days).

• Budget for travel to other offices if working remotely.

• Annual company offsite.

• Daily lunch program, snacks, and regular community and social events for office-based employees.

• Co-working benefit for employees not located near an office.

• $500 home office stipend.