Customer Success Manager - Enterprise

Alaan; Dubai; On-site; AED 300,000 - 520,000; Full time

Job summary

Alaan is seeking an Enterprise Customer Success leader to own strategic accounts end-to-end, from activation to renewals. You will build adoption plans, drive deep cross-organisational usage, and embed Alaan into the customer’s financial operations.

You will establish governance cadences, deepen executive relationships, and champion value realization across multi-product deployments. You will manage complex implementations, align stakeholders on outcomes, and drive long-term account plans while

Qualifications

• 6+ years in enterprise customer success or strategic account mgmt.
• Proven track record managing strategic enterprise accounts with multiple stakeholders and workstreams.
• Experience running complex implementations or launches with strong project management.
• Financial fluency: build business cases and discuss outcomes with senior leaders.
• Ability to quantify value delivery to executive stakeholders.
• Technical credibility in integrations and workflow architecture.
• Strong commercial ownership and track record against growth, retention, or forecast targets.
• Extreme ownership and bias for solving problems in ambiguity.
• Experience building long-term account plans and running business reviews (MBR/QBR/EBR).
• Fintech, SaaS, or payments background preferred; UAE market experience strongly preferred.

Responsibilities

• Own a defined set of strategic accounts through the lifecycle, from activation to renewal.
• Build mutual action plans and adoption plans with stakeholders from day one.
• Drive deep adoption and embed Alaan across the organisation and systems.
• Establish governance cadence (MBR/QBR/EBR) and deepen executive relationships.
• Quantify value delivered and anchor renewals and expansions with senior leaders.
• Identify new opportunities, manage risk, and champion the voice of the customer.

Skills

Enterprise CS

Strategic AM

Stakeholder Mgmt

Implementations

Financial fluency

Value realisation

Integrations know-how

Commercial ownership

Account planning

GTV & retention

Problem solving

Job description

The Enterprise CSM is the starting point of an enterprise customer's journey with Alaan. From the first day after close, you own the relationship in full: you build the adoption plan, drive deep usage across the entire organisation, and embed Alaan into the customer's financial infrastructure rather than letting it sit on top of it.

This is a role for someone who knows how to drive change across a large organisation, who speaks the language of a CFO, and who understands that going live is the beginning, not the finish line. The work is done when Alaan is operationally indispensable across the company: every spend category, every relevant team, fully integrated into how the business runs its money.

You own a defined set of strategic accounts and you carry them through the entire lifecycle, from deep activation to a stable, growing, multi-product relationship.

What you'll do

Activate and embed:

• Take ownership of the relationship at the point of close, ensuring a seamless transition from Sales
• Build a Mutual Action Plan and a structured adoption plan with each new customer, aligning stakeholders on outcomes and milestones from day one
• Drive deep adoption across the entire organisation: every relevant team, every spend category, and a complete accounting and systems integration, to the point where Alaan is indispensable

Run the cadence:

• Establish a governance rhythm that matches the account's maturity: Monthly Business Reviews through activation and ramp, stepping to Quarterly Business Reviews and Executive Business Reviews as the relationship stabilises
• Build and deepen executive relationships across finance, operations, and the C-suite, framing Alaan's impact in the customer's own commercial terms
• Own the value-realisation story for each account: quantify the impact delivered and use it to anchor renewals and justify expansion

Discover, retain, and grow:

• Run continuous discovery across the lifecycle, staying close enough to the customer's evolving needs to surface new opportunities and catch risk early
• Grow each account by deepening adoption and cross‑selling Alaan's core products where they solve real customer problems
• 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 and leading the commercial conversation yourself
• 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

• 6+ years in enterprise customer success, strategic account management, or a comparable role owning complex, high-value relationships
• Proven track record managing strategic enterprise accounts with multiple stakeholders and workstreams
• Experience running complex implementations or launches, with strong project and stakeholder management skills
• Financial fluency: the ability to build a business case, connect product adoption to financial outcomes, and lead executive conversations in commercial rather than product terms (a finance background is not required)
• Demonstrated ability to quantify and communicate value realisation to senior stakeholders
• Technical credibility in conversations about integrations and workflow architecture, without needing to perform the technical configuration
• Strong commercial ownership, with a track record against GTV, attach, retention, or forecast‑accuracy targets
• 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. You are resourceful in ambiguity and comfortable building the path as you go
• Skilled in building long‑term account plans and running a business review cadence from MBRs through QBRs and EBRs
• Fintech, SaaS, or payments background preferred; experience working with the Office of the CFO is an advantage
• UAE market experience strongly preferred, including an understanding of how enterprise organisations in the Gulf make financial decisions