Customer Success Manager

About This Role

About Amira AI

Amira AI (legal entity AC AI Convergence LLC) is a Dubai-based enterprise AI platform for customer experience automation. Our four-product suite — Amira.agentic (autonomous voice and chat agents), Amira.assist (real-time agent co-pilot), Amira.analyze (predictive quality analytics), and Amira.coach (AI-powered agent training) — is deployed across more than 200 enterprise customers globally, including Vodafone, Deutsche Telekom, Santander, E.ON, DAMAC, L'Oréal, IFZA, and Audi.

We are headquartered in Al Fahidi, Bur Dubai, with engineering excellence delivered from our German parent organisation, building on more than thirty years of contact-centre and CX expertise. We operate natively in seventy-plus languages and one hundred-twenty-plus dialects, with full data sovereignty in every country we serve. Our tagline — "almost human" — is the bar we hold ourselves to.

This role sits in our Middle East regional team, which is in active build-out across the GCC. The work is operational, customer-facing, and direct: there is no large management layer between you and the leadership decisions that affect your day-to-day.

Why This Role Exists

Our enterprise customers in the UAE — including names in real estate, telecommunications, government, and hospitality — need a structured operational owner who responds quickly, translates business requirements into technical execution, and keeps the relationship healthy from go-live through expansion and renewal. Today, that work is being shared between our CEO and Head of Partnerships, and it does not scale.

This is a hands-on operational role. You will be the day-to-day point of contact for a portfolio of enterprise customers, the bridge between their business teams and our workflow engineering team in Germany, and the person who keeps things moving. You will report directly to the CEO with structured weekly check-ins — meaning you have direct visibility, fast decisions, and clear escalation paths.

What You Will Own

•        Operational account ownership for a portfolio of enterprise customers — managing tickets, change requests, renewals, and day-to-day relationship health.

•        First response within SLA (typically four business hours) on all customer requests, escalations, and change requests.

•        Translation layer between business stakeholders on the customer side and our workflow engineering team in Germany — taking requirements, structuring them, and following them to delivery.

•        Account check-ins with operational sponsors at each account, including health-check questionnaires, expansion-signal monitoring, and risk identification.

•        Renewal coordination with the commercial team — you keep the documentation and timelines, the CEO leads the commercial conversation on Tier-1 accounts.

•        Account documentation in our CRM (Odoo) and customer health dashboard — non-negotiable hygiene.

•        Escalation craftsmanship — you know which issues you can handle, which need our German engineering team, and which need CEO involvement. You escalate early and clearly.

What You Bring (Must-Haves)

•       Three to five years in customer success, account management, account coordination, or solution consulting — ideally in SaaS, contact-centre technology, BPO operations, or enterprise services.

•       UAE or GCC market experience — at least two years in-region, comfortable with regional decision-rhythms and stakeholder dynamics.

•       Solid technical fluency without being a developer — you can follow API documentation, understand a workflow diagram, and have a coherent technical conversation; you do not need to code.

•       Strong organisation and follow-through — you keep your tickets, your CRM, your customer notes, and your own week structured without being chased.

•       Comfort working without a manager between you and the CEO — you take direction, but you also take initiative.

•       English fluency at business level (written and spoken).

•       Right to live and work in the UAE, or willingness to be sponsored under our visa.

What's a Plus (Nice-to-Haves)

•       Arabic — Khaliji, MSA, or Levantine — significantly accelerates work with our regional accounts.

•       German — much of our internal documentation and senior engineering discussion happens in German.

•       Direct contact-centre or BPO operational background — supervisor or team lead level — translates very well into this role.

•       Voice AI, conversational AI, or chatbot deployment experience on the customer or vendor side.

•       Hindi, Urdu, Tagalog, or Bengali — useful for many of our customers' end-user demographics.

What We Offer

•       Performance based salary tied to customer-retention rate, ticket SLA, and renewal-cycle accuracy

•       Direct CEO mentorship and clear career path: as the team grows past four CSMs, the strongest performer steps up to Lead CSM or Head of Customer Success.

•       Real exposure to enterprise customer cycles in voice AI — a market segment growing 40%+ annually.

•       Standard UAE benefits package — see UAE Reality below.

The UAE Reality — What This Role Looks Like in Practice

•       Working week: Monday to Friday. Core hours flex around customer time zones (GCC, EU, occasionally APAC).

•       Visa: Full employment and residence visa sponsorship

•       Health insurance: Employer-funded medical cover compliant with DHA requirements;

•       End of Service Gratuity: Per UAE Labour Law (Federal Decree-Law No. 33 of 2021).

•       Probation: 6 months. Notice period thereafter: 30 days.

•       Travel: Periodic regional travel within the GCC; occasional travel to Germany (engineering hub).

How to Apply

Send your CV plus a one-page cover note to hello@amira-ai.com with the subject line indicated below. We read every application; we do not use automated screening for this role.

Subject line: "Customer Success Manager — [Your Name]"

Cover note: tell us in concrete terms — describe one customer relationship you have personally turned around — what was the warning sign you spotted, and what specifically did you do?