job_title - Customer Success Manager - Enterprise
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Key skills for this role
About the Role
About Alaan Alaan is the Middle East s first AI-powered spend management platform, built to help businesses save time and money. Our all-in-one solution combines smart corporate.
Key Skills for This Role
Responsibilities
- Take ownership of enterprise customer relationships from close, building adoption plans and driving deep usage
- Run governance cadence including Monthly Business Reviews, Quarterly Business Reviews, and Executive Business Reviews
- Build and deepen executive relationships across finance, operations, and C suite
- Own value realization story for each account, quantifying impact to anchor renewals and expansion
- Discover 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 customer inside Alaan, turning insight into structured feedback for product roadmap
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 to build business cases and connect product adoption to financial outcomes
- Strong commercial ownership with track record against GTV, attach, retention, or forecast accuracy targets
- Technical credibility in conversations about integrations and workflow architecture
- UAE market experience strongly preferred
Full Job Posting
About the role
- The Enterprise CSM is the starting point of an enterprise customer's journey with Alaan, owning the relationship in full from the first day after close.
What you'll do
- Activate and embed: Take ownership of the relationship at 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.
- Run the cadence: Monthly Business Reviews through activation, 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 delivered.
- Discover, retain, and grow: Run continuous discovery across the lifecycle.
- Grow each account by deepening adoption and cross selling Alaan's 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.
- Financial fluency: ability to build a 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.
- Extreme ownership: treat accounts as your own business.
- A bias for problem solving: find a way through rather than escalating.
- Skilled in building long term account plans and running business review cadence.
- Fintech, SaaS, or payments background preferred.
- UAE market experience strongly preferred.
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