Customer Success Manager - Enterprise

Alaan; Dubai; Hybrid; AED 250,000 - 450,000; Full time

Benefits offered by this job

Travel allowances

Gym memberships

Equity

Job summary

Alaan is seeking an Enterprise Customer Success Manager to own the strategic accounts lifecycle, drive adoption, and embed Alaan into customers’ financial infrastructure. You will manage senior stakeholders, lead complex implementations, and own renewals and expansions across multi-product offerings.

The role requires Fintech/SaaS experience, UAE market know-how, and a strong ability to translate product adoption into tangible financial outcomes for CFOs and executives.

Qualifications

• 6+ years in enterprise customer success or strategic account management.
• Proven ability to manage strategic enterprise accounts with multiple stakeholders.
• Experience leading complex implementations or launches.
• Financial fluency to link product adoption to business outcomes.
• Strong executive relationship management with CFO-level stakeholders.
• Ability to quantify value and support renewals and expansions.
• Technical credibility in integrations/workflow architecture.
• Commercial ownership with a track record against retention and revenue targets.
• Extreme ownership and bias for solving problems in ambiguity.
• Experience in fintech, SaaS, or payments; UAE market preferred.

Responsibilities

• Activate and embed new customers with mutual action and adoption plans.
• Run governance cadence: MBRs, QBRs, EBRs.
• Develop executive relationships across finance and operations.
• Own value-realisation story for each account and anchor renewals and expansions.
• Identify and pursue expansion across departments and use cases.
• Own retention and renewals end to end.

Skills

Enterprise CSM

Strategic accounts

Stakeholder management

Implementation management

Financial fluency

Value realisation

Integrations knowledge

Commercial ownership

Problem solving

Long-term account planning

Fintech background

UAE market knowledge

Job description

Alaan is an AI-native finance platform for businesses in the Middle East. The platform combines corporate cards, expense management, cross-border payments, accounting automation, treasury, business banking*, and more, with AI doing the work finance teams used to do by hand: coding transactions, chasing approvals and receipts, flagging policy breaches, placing treasury deposits, and closing the books.

Our mission is to simplify finance for businesses so they can save time and money.

Over 3,000 businesses use Alaan, from first-time founders to enterprises like Careem, G42, Tabby, Al Barari, and Rivoli. Since 2022, they have saved more than 2.2 million hours of manual finance work.

Alaan has raised $55Mn to date, including one of the largest Series A rounds in Middle East history, backed by Peak XV (formerly Sequoia India), Y Combinator, 468 Capital, and 885 Capital, among others. Headquartered in Dubai, Alaan has more than 250 employees across its Dubai, Riyadh, and Bangalore offices, with a team that comes from Careem, McKinsey, BCG, Goldman Sachs, Amazon, Revolut, Rippling, and the world’s leading firms.

Alaan has been named to the Forbes Fintech 50 list, UAE Future 100 list, selected as an Endeavor company, and ranked the No. 1 spend management platform in EMEA by G2.

*Alaan is a fintech company, not a bank. Business bank accounts are issued by ruya.

About the role

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’re 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

What’s in it for you

• Contribute to building the Middle East’s most beloved fintech brand from the ground up
• Benefit from a role with significant ownership and accountability
• Thrive in a flexible hybrid culture with ample work‑life balance
• Participate in exciting offsite events
• Competitive salary and equity
• Enjoy additional perks like travel allowances, gym memberships, and more