Customer Success Manager - Mid Market

We're building the most loved Fintech in the Middle East - Are you in? Customer Success Manager - Mid Market Customer Success Manager - Mid Market 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 The Mid-Market CSM owns the relationship and the commercial outcome for a portfolio of growing companies. Accounts arrive already activated, handed over from Implementation with a validated baseline and the basics in place. Your job starts there: turn a live account into a deeply adopted, growing, multi-product relationship. This is a relationship-driven role with a commercial mandate. You are close enough to your customers to understand how their business works, where their spend is going, and where it is not yet running through Alaan. You grow wallet share by deepening adoption, discovering new spend categories, and bringing more of the platform into each account. And because these are the accounts that become tomorrow's enterprise relationships, you are always working to grow them toward that next stage. You own a defined portfolio of Mid-Market accounts and carry the number that comes with them. What you'll do Adopt and grow: Take ownership of each account at handover from Implementation team, building a clear adoption and growth plan from a validated starting point Drive deep product adoption across spend categories, cards, users, and accounting integration, embedding Alaan into how the customer operates day to day Grow wallet share by discovering new spend categories and shifting more of the customer's total spend onto the platform Run the relationship: Build trusted relationships across finance and operations, staying close to how each customer's business is evolving Run a regular business review cadence that frames Alaan's impact in the customer's commercial terms and keeps the relationship anchored to value Own the value-realisation story for each account: quantify the impact delivered and use it to anchor renewals and unlock expansion Expand, retain, and graduate: Cross-sell across Alaan's product suite, identifying where additional products solve real customer problems and building the commercial case to bring them in 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, identifying risk early, and leading the commercial conversation yourself Identify accounts ready to graduate to Enterprise as their spend and complexity grow, and manage that transition cleanly 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 4+ years in customer success, account management, or a comparable role owning customer relationships and a commercial nu