Customer Success Manager - Enterprise

About AlaanAlaan 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 roleThe 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 doActivate and embed:Take ownership of the relationship at the point of close, ensuring a seamless transition from SalesBuild a Mutual Action Plan and a structured adoption plan with each new customer, aligning stakeholders on outcomes and milestones from day oneDrive 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 indispensableRun 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 stabilisesBuild and deepen executive relationships across finance, operations, and the C-suite, framing Alaan's impact in the customer's own commercial termsOwn the value-realisation story for each account: quantify the impact delivered and use it to anchor renewals and justify expansionDiscover, 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 earlyGrow each account by deepening adoption and cross-selling Alaan's core products where they solve real customer problemsIdentify and pursue expansion across new departments, categories, and use cases, with the commercial judgement to know when an account is readyOwn retention and renewals end to end, carrying a net revenue retention target and leading the commercial conversation yourselfAct as the voice of the customer inside Alaan, turning account insight into structured feedback that shapes the product roadmapWhat we're looking for6+ years in enterprise customer success, strategic account management, or a comparable role owning complex, high-value relationshipsProven track record managing strategic enterprise accounts with multiple stakeholders and workstreamsExperience running complex implementations or launches, with strong project and stakeholder management skillsFinancial 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 stakeholdersTechnical credibility in conversations about integrations and workflow architecture, without needing to perform the technical configurationStrong commercial ownership, with a track record against GTV, attach, retention, or forecast-accuracy targetsExtreme 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 customerA 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 goSkilled in building long-term account plans and running a business review cadence from MBRs through QBRs and EBRsFintech, SaaS, or payments background preferred; experience working with the Office of the CFO is an advantageUAE market experience strongly preferred, including an understanding of how enterprise organisations in the Gulf make financial decisionsWhat's in it for youContribute to building the Middle East’s most beloved fintech brand from the ground upBenefit from a role with significant ownership and accountabilityThrive in a flexible hybrid culture with ample work-life balanceParticipate in exciting offsite eventsCompetitive salary and equityEnjoy additional perks like travel allowances, gym memberships, and more