Customer Success Manager - Enterprise

Alaan الآن; Dubai; Hybrid; AED 180,000 - 240,000; Full time

Benefits offered by this job

Competitive salary

Equity

Travel allowances

Gym memberships

Job summary

Alaan الآن is seeking an Enterprise Client Success Manager in Dubai to own the end‑to‑end customer journey from close, embedding Alaan into the client’s financial processes and systems.

You will lead adoption programs, build executive relationships, and drive value realization to anchor renewals and expansions in a high‑growth fintech environment.

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 with strong project management.
• Strong finance fluency to link product adoption to business outcomes.
• Ability to quantify value and present to senior stakeholders.
• Technical credibility in integrations and workflow architecture, not required to configure.
• Demonstrated ownership of outcomes and accountability for accounts.
• Experience building long-term account plans and recurring business reviews.
• Background in Fintech, SaaS, or payments is advantageous.
• UAE market experience strongly preferred.

Responsibilities

• Own the customer relationship from day one and embed Alaan into the client’s processes.
• Build Mutual Action Plans and adoption plans with stakeholders.
• Drive adoption across the organisation and ensure Alaan is indispensable.
• Establish governance cadence: MBRs, QBRs, and EBRs with clients.
• Own retention and renewals with a net revenue retention target.
• Identify expansion opportunities across departments and use cases.

Skills

Enterprise CS experience

Strategic account management

Project management

Financial acumen

Value storytelling

Technical credibility

Commercial ownership

Ownership mindset

Problem-solving

Account planning

Fintech background

UAE market experience

Job description

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 role focuses on driving adoption, engagement, and ultimately making Alaan indispensable across the company.

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
• 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 off‑site events
• Competitive salary and equity
• Enjoy additional perks like travel allowances, gym memberships, and more