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Customer Success Manager - Enterprise
Alaan الآن
Dubai, UAE
Full Time
Senior
Hybrid
2 weeks ago
Customer SuccessAccount ManagementStakeholder ManagementProject ManagementFinancial FluencyBusiness Review
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Customer SuccessAccount ManagementStakeholder Management
About the Role
Alaan is seeking an Enterprise Customer Success Manager to own strategic accounts in the UAE. You will drive adoption, build executive relationships, and own retention and growth for enterprise clients.
Key Skills for This Role
Customer SuccessAccount ManagementStakeholder ManagementProject ManagementFinancial FluencyBusiness Review
Responsibilities
- Take ownership of the relationship at the point of close, ensuring seamless transition from Sales
- Build Mutual Action Plan and structured adoption plan with each new customer
- Drive deep adoption across the entire organisation: every relevant team, every spend category
- Establish governance rhythm: Monthly Business Reviews, Quarterly Business Reviews, Executive Business Reviews
- Build and deepen executive relationships across finance, operations, and C suite
- Own value realisation story for each account: quantify impact and anchor renewals
- Run continuous discovery to surface new opportunities and catch risk early
- Grow each account by deepening adoption and cross selling core products
- Identify and pursue expansion across new departments, categories, and use cases
- Own retention and renewals end to end, carrying net revenue retention target
- Act as voice of the customer inside Alaan, turning account insight into structured feedback
Requirements
- 6+ years in enterprise customer success, strategic account management, or comparable role
- Proven track record managing strategic enterprise accounts with multiple stakeholders
- Experience running complex implementations or launches
- Financial fluency: ability to build business case and connect product adoption to financial outcomes
- Technical credibility in conversations about integrations and workflow architecture
- Strong commercial ownership with track record against GTV, attach, retention, or forecast accuracy targets
- UAE market experience strongly preferred
- Fintech, SaaS, or payments background preferred
Full Job Posting
About Alaan
- Alaan is the Middle East’s first AI powered spend management platform, combining smart corporate cards, real time expense tracking, AI powered automation, and accounting integrations.
- Founded in 2022, trusted by over 2000 businesses including G42, Careem, McDonald’s, Tabby, and others.
- Backed by Y Combinator and Peak XV (formerly Sequoia India & SEA).
About The Role
- The Enterprise CSM owns the customer relationship from day one after close, driving adoption and embedding Alaan into the customer's financial infrastructure.
- You own a defined set of strategic accounts through the entire lifecycle from activation to stable, growing, multi product relationship.
What You'll Do Activate and Embed
- Take ownership of the relationship at the point of close, ensuring seamless transition from Sales.
- Build a Mutual Action Plan and structured adoption plan with each new customer.
- Drive deep adoption across the entire organisation: every relevant team, every spend category, and complete accounting and systems integration.
What You'll Do Run The Cadence
- Establish governance rhythm: Monthly Business Reviews through activation and ramp, stepping to Quarterly and Executive Business Reviews.
- Build and deepen executive relationships across finance, operations, and C suite.
- Own the value realisation story for each account: quantify impact and use it to anchor renewals and justify expansion.
What You'll Do Discover, Retain, And Grow
- Run continuous discovery across the lifecycle to surface new opportunities and catch risk early.
- Grow each account by deepening adoption and cross selling core products.
- Identify and pursue expansion across new departments, categories, and use cases.
- Own retention and renewals end to end, carrying a net revenue retention target.
- Act as the voice of the customer inside Alaan, turning account insight into structured feedback.
What We Are Looking For
- 6+ years in enterprise customer success, strategic account management, or comparable role.
- Proven track record managing strategic enterprise accounts with multiple stakeholders.
- Experience running complex implementations or launches with strong project and stakeholder management.
- Financial fluency: ability to build business case and lead executive conversations in commercial terms.
- Technical credibility in conversations about integrations and workflow architecture.
- Strong commercial ownership with track record against GTV, attach, retention, or forecast accuracy targets.
- Extreme ownership: treat accounts as your own business and take full responsibility for outcomes.
- Skilled in building long term account plans and running business review cadence.
- Fintech, SaaS, or payments background preferred; UAE market experience strongly preferred.
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.
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