Customer Success Manager - Scaled

Alaan; Bengaluru; Hybrid; INR 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Travel allowances

Gym memberships

Equity

Job summary

Alaan is seeking a Scaled Customer Success Manager in Bengaluru toOwn a high-volume portfolio, drive growth, and deploy automated lifecycle programs. You will use data signals to spot at-risk accounts, unlock untapped spend, and graduate accounts to higher tiers.

Join a hybrid culture with ownership, competitive compensation including equity, travel allowances, gym memberships, and offsite events. This role requires commercial instincts and data-driven decision making in a fintech environment.

Qualifications

• 2–4 years in customer success, account management, or related commercial role with high-volume accounts.
• Hunter mindset focused on growth and graduation targets.
• Programmatic thinker designing automated lifecycle campaigns and scalable resources.
• Strong data literacy to analyze usage patterns across accounts.
• Comfortable with automation and customer success platforms rather than manual relationship management.
• Commercial instincts to identify opportunities and act without prompts.
• Fintech, SaaS, or payments background preferred.
• UAE market experience is an advantage.

Responsibilities

• Own a high-volume portfolio of accounts across the full post-activation lifecycle.
• Drive GTV ramp by identifying and unlocking untapped spend within each account.
• Monitor adoption signals across spend categories, card penetration, and user growth; intervene early when accounts stall.
• Cross-sell SuperPay and SuperCard growth opportunities where product signals indicate readiness.
• Design and deploy one-to-many engagement programs: automated email campaigns, in-app messaging, and lifecycle nudges.
• Build scalable resources that help customers progress independently: onboarding guides, usage walkthroughs, and self-serve content tied to lifecycle stages.
• Automate renewal and expansion pipelines for accounts showing strong adoption; reserve direct engagement for accounts that need it.
• Implement time-based intervention triggers for accounts that have not reached key milestones within defined windows.

Job description

About the role

Scaled Customer Success is where activated accounts become growing ones. Every account in your portfolio has cleared Implementation, has a validated spend baseline, and has been routed here based on their profile. Your job is to take that starting point and build on it: deeper adoption, higher spend, new products attached, and the right accounts identified for graduation.

As a Scaled CSM, you own a high-volume portfolio of accounts and your job is to move them forward. You work at scale, supported by automation, lifecycle programs, and health signals. But the instinct that drives performance in this role is not operational. It is commercial. You spot the account that is quietly stalling before it churns. You identify the spend category that has not been unlocked yet. You find the accounts that are ready to graduate and push them there. Tools assist. Judgment drives.

This is a signal-driven, programmatic role. Success here does not come from managing relationships across hundreds of accounts one conversation at a time. It comes from designing the right interventions, deploying them at the right moment, reading what the data is telling you, and knowing when to go hands‑on.

What you’ll do

Portfolio management and growth:

• Own a high-volume portfolio of accounts across the full post‑activation lifecycle
• Drive GTV ramp across your book by identifying and unlocking untapped spend potential within each account
• Monitor adoption signals across spend categories, card penetration, and user growth, and intervene early when accounts stall
• Cross‑sell SuperPay and SuperCard growth opportunities where product signals indicate readiness.

Scaled programs and automation:

• Design and deploy one‑to‑many engagement programs: automated email campaigns, in‑app messaging, and lifecycle nudges triggered by product milestones and behavioural signals
• Build and maintain scalable resources that help customers progress independently, onboarding guides, usage walkthroughs, and self‑serve content tied to specific lifecycle stages
• Automate renewal and expansion pipelines for accounts showing strong adoption, reserving direct engagement for accounts that need it
• Implement time‑based intervention triggers for accounts that have not reached key configuration milestones within defined windows

Health monitoring and churn prevention:

• Track portfolio‑wide health scores built on behavioural signals: spend activity, feature adoption, category configuration, and engagement patterns
• Manage churn risk proactively by acting on signals, not cancellation requests
• Distinguish at‑risk accounts from inactive ones and apply the appropriate playbook to each

Data and product feedback:

• Analyse usage data across your portfolio to identify patterns, surface insights, and drive data‑backed recommendations
• Feed structured product and process insights back to the Product team regularly: what is blocking adoption, where customers are dropping off, and what signals consistently precede churn or graduation

What we are looking for

• 2 - 4 Years of experience in customer success , account management , or a commercial role managing high volume of accounts
• A hunter mindset : you are energised by growth and graduation targets, not just retention metrics
• Programmatic thinker : you design automated lifecycle campaigns and scalable resources, not just reactive touchpoints
• Strong data literacy : you can analyse usage patterns across hundreds of accounts, build a view of portfolio health, and act on what you find
• Comfortable working with automation and customer success platforms rather than relying on manual relationship management
• Commercial instincts sharp enough to read an account, identify the opportunity, and act without being told
• Fintech, SaaS, or payments background preferred
• UAE market experience is an advantage

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