Customer Success Manager - Scaled

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 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.