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Customer Success Manager - Scaled
Customer Success Manager - Scaled
About Alaan
Alaan is the Middle East’s first AI-powered spend management platform, built to help businesses save time and money.
Our all-in-one solution combines smart corporate cards, real-time expense tracking, AI-powered automation, seamless accounting integrations, and deep financial insights- designed to simplify finance operations and maximize control over company spend.
Founded in 2022, Alaan is already the trusted partner of over 2000 leading businesses across the UAE and KSA, including G42, Careem, McDonald’s, Tabby, Al Barari, Rove Hotels, Rivoli, and CarSwitch. Together, our customers have saved over AED 100 million with Alaan.
In just three years, Alaan has become the #1 expense management platform in the Middle East- and we’ve done it while becoming profitable.
Alaan is also backed by Y Combinator and top global investors, including Peak XV (formerly Sequoia India & SEA), and built by a world-class team with experience from McKinsey, BCG, Goldman Sachs, Careem, Rippling, and other high-growth companies. This creates an environment where employees learn from top-tier talent while building at startup speed.
We’re not just building software. We’re reimagining how finance works for modern businesses across the region.
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 fee