[Hiring] Customer Success Manager @Cohere

Role Description

We’re seeking an exceptional Customer Success Manager with deep expertise in the UAE private sector enterprise landscape to lead our most strategic accounts across these dynamic markets. This role requires an individual who understands both the transformative potential of frontier AI and the unique requirements of private sector organizations in Saudi Arabia and the United Arab Emirates.

What You'll Do

• Strategic Customer Partnership
  • Own the success, adoption, and growth of Cohere’s UAE private sector customers, ensuring they realize maximum value from our AI solutions.
  • Build deep, trusted relationships with senior enterprise stakeholders, including CXOs, VPs, Directors, and digital transformation leads.
  • Develop comprehensive success plans tailored to each organization’s mission, digital strategy, budget cycles, and unique constraints.
  • Serve as the primary point of contact and executive sponsor for your accounts, managing escalations and ensuring customer satisfaction.
  • Define and track success metrics aligned with private sector priorities: ROI, revenue growth, operational efficiency, cost savings, and innovation outcomes.
• AI Adoption & Implementation Leadership
  • Guide customers through the full lifecycle of 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 the unique challenges of UAE private sector AI adoption: legacy system integration, data sensitivity, regulatory compliance (UAE Labour Law, Saudi business regulations), and cultural considerations.
  • Create and execute change management strategies to drive user adoption and value realization across diverse enterprise workforces.
  • Conduct regular executive business reviews with senior stakeholders, demonstrating ROI, impact, and strategic value.
  • Drive contract renewals and account growth by consistently delivering value and building trusted relationships.
• Customer Advocacy & Product Influence
  • Serve as the voice of UAE private sector customers within Cohere, advocating for features and capabilities that address regional enterprise needs.
  • Provide strategic feedback to Product and Engineering teams on requirements related to security, explainability, Arabic language support, and ethical AI.
  • Contribute to the development of UAE-specific enterprise offerings, implementation playbooks, documentation, and best practices.
  • Share customer insights to inform Cohere’s regional go-to-market strategy and positioning.
  • Represent Cohere at regional business forums, industry events, and enterprise roundtables.

Qualifications

• 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 industries such as finance, healthcare, logistics, or technology.
• Proven track record of 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—essential for working across regional markets.
• Strong knowledge of regional business culture, including relationship-building practices and hierarchical decision-making processes.

Requirements

• Understanding of the UAE business environment: free zones, mainland companies, and multinational operations.
• Knowledge of relevant regulations: UAE Labour Law (Federal Decree Law No. 33 of 2021), Saudi business regulations, and data protection frameworks.
• Familiarity with national initiatives: Saudi Vision 2030, UAE Digital Transformation Strategy, and Smart Dubai.
• Experience with regional cloud strategies and security frameworks.

Nice to Have

• 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 for lunch.
• Full health and dental benefits, including a separate budget for mental health.
• RRSP matching, 401K, Pension Scheme.
• 100% Parental Leave top-up for up to 6 months, for either parent.
• Annual enrichment benefits: Arts & culture, fitness/wellness, quality time, and a 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 you are remote, plus an annual company offsite.