Customer Success Manager - Mid Market

About Alaan

About The Role

What You'Ll Do

• *****Adopt and grow:*****
• Take ownership of each account at handover from Implementation team, building a clear adoption and growth plan from a validated starting point
• Drive deep product adoption across spend categories, cards, users, and accounting integration, embedding Alaan into how the customer operates day to day
• Grow wallet share by discovering new spend categories and shifting more of the customer's total spend onto the platform

Run The Relationship

• Build trusted relationships across finance and operations, staying close to how each customer's business is evolving
• Run a regular business review cadence that frames Alaan's impact in the customer's commercial terms and keeps the relationship anchored to value
• Own the value-realisation story for each account: quantify the impact delivered and use it to anchor renewals and unlock expansion

Expand, Retain, And Graduate

• Cross-sell across Alaan's product suite, identifying where additional products solve real customer problems and building the commercial case to bring them in
• Identify and pursue expansion across new departments, categories, and use cases, with the commercial judgement to know when an account is ready
• Own retention and renewals end to end, carrying a net revenue retention target, identifying risk early, and leading the commercial conversation yourself
• Identify accounts ready to graduate to Enterprise as their spend and complexity grow, and manage that transition cleanly
• Act as the voice of the customer inside Alaan, turning account insight into structured feedback that shapes the product roadmap

What We Are Looking For

• 4+ years in customer success, account management, or a comparable role owning customer relationships and a commercial number
• Proven track record growing and retaining a portfolio of accounts, with evidence of expansion or upsell driven through your own efforts
• A relationship builder: you earn trust with finance and operations stakeholders and use it to understand the business and grow the account
• Commercial ownership, with a track record against retention, expansion, or revenue targets
• Strong discovery instincts: you spot where a customer's spend is not yet on the platform and build the case to bring it across
• Extreme ownership: you treat your accounts as your own business, take full responsibility for outcomes, and never wait for someone else to solve a problem that affects your customer
• A bias for problem-solving: when something is broken, blocked, or undefined, you find a way through rather than escalating and waiting. You are resourceful in ambiguity and comfortable building the path as you go
• Comfortable speaking the language of finance teams and accounting tools without needing to be an engineer
• Fintech, SaaS, or payments background preferred
• UAE market experience strongly preferred, including an understanding of how Mid-Market companies in the Gulf manage their spend

What'S In It For You

• Contribute to building the Middle East’s most beloved fintech brand from the ground up
• Benefit from a role with significant ownership and accountability
• Thrive in a flexible hybrid culture with ample work-life balance
• Participate in exciting offsite events
• Competitive salary and equity
• Enjoy additional perks like travel allowances, gym memberships, and more