Customer Success Manager – Enterprise

About the role

The Enterprise Customer Success Manager (CSM) is the first point of contact after a deal closes, responsible for driving adoption and embedding Alaan’s finance platform across large organisations. You will own strategic accounts, guide them from activation to a stable, multi‑product relationship, and ensure Alaan becomes indispensable to their financial operations.

Key responsibilities

• Take ownership of the relationship at close, build a Mutual Action Plan and structured adoption plan with each new customer.
• Drive deep adoption across all relevant teams, spend categories and integrate Alaan into the customer’s accounting and workflow systems.
• Establish and run governance rhythms – Monthly Business Reviews, Quarterly Business Reviews and Executive Business Reviews as the account matures.
• Own the value‑realisation story, quantify impact, and use it to anchor renewals and expansion.
• Continuously discover new opportunities, manage cross‑selling, and lead retention and renewal conversations with net‑revenue‑retention targets.
• Act as the voice of the customer inside Alaan, feeding insights into product roadmap.

Required profile

• 6+ years in enterprise customer success, strategic account management or similar high‑value relationship role.
• Proven track record managing complex enterprise accounts with multiple stakeholders.
• Strong project and stakeholder management experience, especially in complex implementations.
• Financial fluency to build business cases and connect product adoption to financial outcomes.
• Extreme ownership and a bias for problem‑solving in ambiguous situations.

Required skills

• Ability to quantify and communicate value realisation to senior stakeholders.
• Technical credibility in discussions about integrations and workflow architecture.
• Experience running account plans and business review cadences (MBR, QBR, EBR).

What we offer

• Opportunity to help build the Middle East’s most beloved fintech brand.
• Significant ownership and accountability in a flexible hybrid culture.
• Competitive salary and equity, plus travel allowances, gym memberships and other perks.