Customer Success Manager - Mid Market
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Key skills for this role
About the Role
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 Impl.
Key Skills for This Role
Responsibilities
- Take ownership of each account at handover from Implementation, building 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 spend onto the platform
- Run regular business review cadence framing Alaan's impact in customer's commercial terms
- Own value realization story for each account to anchor renewals and unlock expansion
- Cross sell across Alaan's product suite where additional products solve customer problems
- Own retention and renewals end to end, carrying net revenue retention target
- Identify accounts ready to graduate to Enterprise and manage transition
Requirements
- 4+ years in customer success, account management, or comparable role
- Experience managing a portfolio of accounts and driving adoption
- Ability to build trusted relationships with finance and operations stakeholders
- Commercial ownership with retention and growth targets
Full Job Posting
About the role
- The Mid Market CSM owns the relationship and the commercial outcome for a portfolio of growing companies.
What you'll do
- Adopt and grow: Take ownership of each account at handover from Implementation team.
- Drive deep product adoption across spend categories, cards, users, and accounting integration.
- Grow wallet share by discovering new spend categories and shifting more spend onto the platform.
- Run the relationship: Build trusted relationships across finance and operations.
- 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.
- Expand, retain, and graduate: Cross sell across Alaan's product suite.
- 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.
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