Customer Success Manager - Mid Market
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Key skills for this role
About the Role
Alaan is hiring a Mid-Market Customer Success Manager to own relationships and commercial outcomes for a portfolio of growing companies. The role involves driving product adoption, expanding wallet share, and managing renewals.
Key Skills for This Role
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 customer business evolution
- Run regular business review cadence framing Alaan's impact in customer's commercial terms
- Own value realisation story for each account, quantify impact, and anchor renewals and expansion
- 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 and manage transition
- Act as voice of the customer inside Alaan, turning account insight into structured feedback
Requirements
- 4+ years in customer success, account management, or 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 to identify spend not yet on 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.
- Founded in 2022, trusted by over 2000 businesses including G42, Careem, McDonald’s, Tabby.
- Backed by Y Combinator, Peak XV (formerly Sequoia India & SEA).
About the role
- Mid Market CSM owns the relationship and commercial outcome for a portfolio of growing companies.
- Accounts arrive activated from Implementation; job is to turn live account into deeply adopted, growing, multi product relationship.
- Relationship driven role with a commercial mandate to grow wallet share and graduate accounts to Enterprise.
What you'll do
- Take ownership of each account at handover, 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.
- Build trusted relationships across finance and operations.
- Run regular business review cadence.
- Own value realisation story for each account.
- 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.
- Identify accounts ready to graduate to Enterprise.
- Act as voice of the customer inside Alaan.
What we are looking for
- 4+ years in customer success, account management, or comparable role.
- Proven track record growing and retaining a portfolio of accounts.
- Relationship builder with finance and operations stakeholders.
- Commercial ownership with track record against retention, expansion, or revenue targets.
- Strong discovery instincts.
- Extreme ownership and bias for problem solving.
- Comfortable speaking language of finance teams and accounting tools.
- 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.
- Role with significant ownership and accountability.
- Flexible hybrid culture with work life balance.
- Exciting offsite events.
- Competitive salary and equity.
- Additional perks like travel allowances, gym memberships.
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