Senior Customer Success Manager

About This Role

About the role

As Lean scales into a multi-product, verticalized GTM organisation, we’re hiring a Senior Customer Success Manager (CSM) to anchor and scale our Trading & Gaming vertical alongside the VP of GTM – Trading & Gaming.

This role owns the post-sale lifecycle, expansion strategy, and operational success of Lean’s largest and most complex customers across the UAE and KSA;including brokerages, crypto exchanges, trading platforms, gaming operators, wallets, and high-frequency transaction businesses.

You will work hand-in-hand with the VP of GTM – Trading & Gaming as the senior CS counterpart: translating GTM strategy into execution, ensuring customers activate, scale, and expand their use of Lean’s infrastructure. This is a commercial CSM role with direct ownership of retention, expansion, and long-term account health in one of Lean’s most dynamic, high-throughput verticals.

About Lean

Lean is building the fintech infrastructure platform that catalyzes the next generation of payments and fintech solutions in the region. Our solutions range from open banking and open finance connectivity, account-to-account payments, credit decisioning capabilities, and cross-border stablecoin-powered payments. Our products have garnered the trust of leading companies and enabled them to deliver powerful experiences when connected with a user’s bank account, allowing users to perform prudent financial planning, get better rates on loans, transfer money to friends, and more, without compromising on privacy or security.

Backed by top-tier global investors, including General Catalyst, Sequoia, and Shorooq, and having recently raised $67.5M in Series B funding, we’re building the rails for Open Finance in MENA. We’re trusted by 350+ clients across the UAE and Saudi Arabia, including the likes of Binance, Capital.com, IG Group, and many more, making it the region’s most valuable Open Banking platform.

We are building modern infrastructure and rails for MENA, processing billions of dollars in transactions and enabling seamless, secure, and compliant financial connectivity.

What you’ll own

Strategic Account Ownership

• Own the relationship for Lean’s largest trading and gaming customers, from onboarding to renewal, and multi-product expansion.
• Partner internally on account strategy, expansion planning, and prioritisation of high-impact opportunities.
• Identify and drive upsell/cross-sell opportunities across instant funding, instant and verified withdrawals, recurring payments, wallet top-ups, and stablecoin rails.

Operational Excellence

• Lead complex onboarding and activation journeys across high-frequency, latency-sensitive use cases (e.g., trading deposits, instant withdrawals).
• Ensure customers are operationally ready across deposits and withdrawals withdrawal flows, success rates, reconciliation, KYC/AML and regulatory specific constraints
• Proactively manage risks related to traffic spikes, payment failures, or regulatory changes.

GTM Vertical Influence

• Serve as the voice of trading and gaming customers internally, influencing product, engineering, and roadmap decisions based on real operational needs.
• Contribute to vertical playbooks, best practices, and repeatable CS motions for Trading & Gaming.

Executive Stakeholder Management

• Build trusted relationships with C-Level, product leaders, payments & compliance teams.
• Lead business reviews, tying Lean’s impact directly to conversion rates, funding speed, user retention, and revenue growth.
• Act as a strategic advisor, helping customers optimize payment experiences that directly impact their core business metrics.

Cross-Functional GTM Partnership

• Work in lockstep with Account Executives, Solution Engineers & RevOps
• Help define what “great” looks like for CS in a real-time, high-performance infrastructure vertical.

What we’re looking for

• Direct experience working with trading platforms, brokerages, crypto exchanges, gaming companies, or other high-frequency transaction businesses as a Customer Success Manager.
• Strong understanding of real-time payment flows and funding mechanisms; deposit/withdrawal optimisation and conversion drivers; wallet infrastructure and reconciliation; fraud, chargebacks, and risk mitigation in high-volume environments; KYC/AML and regulatory considerations
• Senior-level Customer Success experience managing enterprise or strategic accounts with material revenue and operational complexity. Ability to operate credibly with C-suite, founders, and senior operators.
• Commercial mindset, comfortable owning renewals, expansions, and revenue outcomes.
• Strong cross-functional influence across Product, Engineering, Sales, and Ops.
• Operator mindset: structured, detail-oriented, and calm under pressure in high-throughput environments.
• Experience in MENA experience is a plus.