Customer Success Manager - UAE

Role Overview

Customer Success Manager - UAE at Cohere, based in the United Arab Emirates. This role leads strategic account management and AI adoption for Cohere's most valued private sector customers across the UAE and Saudi Arabia.

Company Overview

Cohere is the leading security-first enterprise AI company. We build cutting-edge foundation AI models and end-to-end products designed to solve real-world business problems. We train and deploy frontier models for enterprises building AI systems. Cohere is a global technology company headquartered in Toronto with key offices in London, New York City, San Francisco, Montreal, Paris, Berlin, and Seoul.

Role Purpose

To own the success, adoption, and growth of Cohere's UAE private sector customers, ensuring they realize maximum value from our AI solutions while serving as executive sponsor and primary point of contact for strategic accounts. This role bridges customer needs with Cohere's product and engineering capabilities, driving adoption through complex enterprise environments and contributing to regional go-to-market strategy.

Key Responsibilities

Strategic Customer Partnership

• Own the success, adoption, and growth of Cohere's UAE private sector customers, ensuring maximum value realization from 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 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.
• Drive contract renewals and account growth by consistently delivering value and building trusted relationships.

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.

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 & Experience

Required Experience

• 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.

Regional Expertise

• 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.

Skills & Competencies

• Arabic and English language fluency.
• Customer success strategy development and execution.
• Executive engagement and relationship management.
• AI/ML implementation and adoption leadership.
• Change management and workforce transformation.
• Complex account management across multiple stakeholders.
• Data sensitivity, security, and regulatory compliance navigation.
• Strategic business acumen and ROI analysis.

Additional Information

Employment Type

• Full-time position.

Work Arrangement

• Cohere is remote-friendly with offices in Toronto, London, New York City, San Francisco, Montreal, Paris, Berlin, and Seoul.
• Remote employees receive a co-working benefit to work alongside others in their city.
• All employees receive a $500 home office stipend to set up their workspace.
• Budget provided for traveling to other offices if remote, plus annual company offsite.

Compensation & Benefits

• Weekly lunch stipend of $75/£75 or equivalent in local currency.
• Full health and dental benefits, including a separate budget for mental health.
• RRSP matching, 401K, or Pension Scheme.
• 100% Parental Leave top-up for up to 6 months, for either parent.
• Annual enrichment benefits: Arts & culture, fitness and wellness, quality time, and workspace improvement credit.
• Education & learning stipend for conferences, courses, and coaching.
• 6 weeks of paid vacation (30 working days).