Senior Customer Success Manager – UAE Enterprise AI & Digital Transformation Leader at brighthush
About brighthush
brighthush is a global pioneer in AI‑driven solutions that empower enterprises to unlock unprecedented value from data, automation, and intelligent insights. With a presence spanning North America, Europe, and the Middle East, we are dedicated to helping organizations navigate the complexities of digital transformation while staying compliant with local regulations and cultural nuances. Our mission is to democratize AI, making it accessible, ethical, and impactful for businesses of all sizes.
Why Join brighthush?
As a rapidly expanding technology leader, brighthush offers a unique blend of innovation, autonomy, and impact. In the UAE, we are building a portfolio of AI solutions that address the most pressing challenges of private‑sector enterprises—from finance and healthcare to logistics and technology. By joining our Customer Success team, you will become a strategic partner to some of the region’s most influential companies, driving adoption, growth, and measurable ROI.
Key Responsibilities
As the Senior Customer Success Manager for the UAE, you will be the linchpin between our customers and the brighthush product ecosystem. Your role will encompass the full spectrum of customer engagement, from onboarding to expansion, ensuring that each account realizes maximum value from our AI offerings.
- Strategic Partnership & Account Leadership
- Own the success, adoption, and growth of brighthush’s UAE private‑sector customers.
- 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 brighthush, 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 brighthush’s regional go‑to‑market strategy and positioning.
- Represent brighthush at regional business forums, industry events, and enterprise roundtables.
Essential 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.
Preferred Qualifications
- 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.
- Familiarity with national initiatives such as Saudi Vision 2030, UAE Digital Transformation Strategy, and Smart Dubai.
- Knowledge of relevant regulations: UAE Labour Law (Federal Decree Law No. 33 of 2021), Saudi business regulations, and data protection frameworks.
- Experience with regional cloud strategies and security frameworks.
Skills & Competencies
- Strategic thinking and the ability to translate business objectives into actionable plans.
- Exceptional communication and presentation skills, with the ability to influence at all levels.
- Strong analytical mindset, comfortable working with data to drive decisions.
- Project management expertise, including resource allocation, risk mitigation, and timeline management.
- Customer‑centric mindset, with a passion for delivering delight and measurable outcomes.
- Adaptability to fast‑changing environments and the ability to thrive in ambiguity.
- Proficiency with CRM systems (e.g., Salesforce), customer success platforms, and analytics tools.