linkedin
Customer Success Manager - Mid Market
Alaan الآن
Dubai, UAE
Full Time
Mid
Hybrid
2 weeks ago
Customer SuccessAccount ManagementProduct AdoptionUpsellingCross sellingRelationship Building
Free
Job Fit Check
Base Career helps you apply smarter for this job.
?%
Ready to ScanKey skills for this role
Customer SuccessAccount ManagementProduct Adoption
About the Role
Alaan, an AI-powered spend management platform, seeks a Mid-Market Customer Success Manager to own relationships and commercial outcomes for a portfolio of growing companies. The role involves driving product adoption, growing wallet share, and owning retention and renewals.
Key Skills for This Role
Customer SuccessAccount ManagementProduct AdoptionUpsellingCross sellingRelationship Building
Responsibilities
- Take ownership of each account at handover from Implementation team, building a clear adoption and growth plan
- Drive deep product adoption across spend categories, cards, users, and accounting integration
- Grow wallet share by discovering new spend categories and shifting more customer spend onto the platform
- 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
- Own the value realisation story for each account: quantify the impact delivered and use it to anchor renewals and unlock expansion
- Cross sell across Alaan's product suite, identifying where additional products solve real customer problems
- Identify and pursue expansion across new departments, categories, and use cases
- Own retention and renewals end to end, carrying a net revenue retention target
- Identify accounts ready to graduate to Enterprise as their spend and complexity grow
- Act as the voice of the customer inside Alaan, turning account insight into structured feedback that shapes the product roadmap
Requirements
- 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
- Strong discovery instincts and ability to spot where customer spend is not yet on the platform
- Extreme ownership and bias for problem solving
- Comfortable speaking the language of finance teams and accounting tools
- Fintech, SaaS, or payments background preferred
- UAE market experience strongly preferred
Full Job Posting
About Alaan
- Alaan is the Middle East’s first AI powered spend management platform, built to help businesses save time and money.
- Founded in 2022, Alaan is already the trusted partner of over 2000 leading businesses across the UAE and KSA.
- Alaan is backed by Y Combinator and top global investors, including Peak XV.
About The Role
- The Mid Market CSM owns the relationship and the commercial outcome for a portfolio of growing companies.
- Accounts arrive already activated, handed over from Implementation with a validated baseline.
What You'll Do
- 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
- 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
- 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
- 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
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Alaan الآن
Customer Success Manager - Enterprise
Dubai, UAE
SeniorFull Time
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. Requires 6+ years
2 weeks agoView →
Customer Success Associate
Dubai, UAE
EntryFulltime
About Alaan Alaan is the SuperCard™ for businesses and the most loved fintech in the Middle East. Our mission is to simplify finance for businesses so they can save time and money. Alaan provides everything businesses ne
3 months agoView →