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 lifecycleDrive GTV ramp across your book by identifying and unlocking untapped spend potential within each accountMonitor adoption signals across spend categories, card penetration, and user growth, and intervene early when accounts stallCross-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 signalsBuild and maintain scalable resources that help customers progress independently, onboarding guides, usage walkthroughs, and self-serve content tied to specific lifecycle stagesAutomate renewal and expansion pipelines for accounts showing strong adoption, reserving direct engagement for accounts that need itImplement 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 patternsManage churn risk proactively by acting on signals, not cancellation requestsDistinguish 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 recommendationsFeed 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 accountsA hunter mindset: you are energised by growth and graduation targets, not just retention metricsProgrammatic thinker: you design automated lifecycle campaigns and scalable resources, not just reactive touchpointsStrong data literacy: you can analyse usage patterns across hundreds of accounts, build a view of portfolio health, and act on what you findComfortable working with automation and customer success platforms rather than relying on manual relationship managementCommercial instincts sharp enough to read an account, identify the opportunity, and act without being toldFintech, SaaS, or payments background preferredUAE 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 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