Senior Customer Success Manager

Job description

About the role As Lean scales into a multi-product, verticalized GTM organisation, we’re hiring a Senior Customer Success Manager (CSM) to anchor and scale our Trading & Gaming vertical alongside the VP of GTM – Trading & Gaming. This role owns the post-sale lifecycle, expansion strategy, and operational success of Lean’s largest and most complex customers across the UAE and KSA;including brokerages, crypto exchanges, trading platforms, gaming operators, wallets, and high-frequency transaction businesses. You will work hand-in-hand with the VP of GTM – Trading & Gaming as the senior CS counterpart: translating GTM strategy into execution, ensuring customers activate, scale, and expand their use of Lean’s infrastructure. This is a commercial CSM role with direct ownership of retention, expansion, and long-term account health in one of Lean’s most dynamic, high-throughput verticals. About Lean Lean is building the fintech infrastructure platform that catalyzes the next generation of payments and fintech solutions in the region. Our solutions range from open banking and open finance connectivity, account-to-account payments, credit decisioning capabilities, and cross-border stablecoin-powered payments. Our products have garnered the trust of leading companies and enabled them to deliver powerful experiences when connected with a user’s bank account, allowing users to perform prudent financial planning, get better rates on loans, transfer money to friends, and more, without compromising on privacy or security. Backed by top-tier global investors, including General Catalyst, Sequoia, and Shorooq, and having recently raised $67.5M in Series B funding, we’re building the rails for Open Finance in MENA. We’re trusted by 350+ clients across the UAE and Saudi Arabia, including the likes of Binance, Capital.com http://Capital.com, IG Group, and many more, making it the region’s most valuable Open Banking platform. We are building modern infrastructure and rails for MENA, processing billions of dollars in transactions and enabling seamless, secure, and compliant financial connectivity. What you’ll own Strategic Account Ownership - Own the relationship for Lean’s largest trading and gaming customers, from onboarding to renewal, and multi-product expansion. - Partner internally on account strategy, expansion planning, and prioritisation of high-impact opportunities. - Identify and drive upsell/cross-sell opportunities across instant funding, instant and verified withdrawals, recurring payments, wallet top-ups, and stablecoin rails. Operational Excellence - Lead complex onboarding and activation journeys across high-frequency, latency-sensitive use cases (e.g., trading deposits, instant withdrawals). - Ensure customers are operationally ready across deposits and withdrawals withdrawal flows, success rates, reconciliation, KYC/AML and regulatory specific constraints - Proactively manage risks related to traffic spikes, payment failures, or regulatory changes. GTM Vertical Influence - Serve as the voice of trading and gaming customers internally, influencing product, engineering, and roadmap decisions based on real operational needs. - Contribute to vertical playbooks, best practices, and repeatable CS motions for Trading & Gaming. Executive Stakeholder Management - Build trusted relationships with C-Level, product leaders, payments & compliance teams. - Lead business reviews, tying Lean’s impact directly to conversion rates, funding speed, user retention, and revenue growth. - Act as a strategic advisor, helping customers optimize payment experiences that directly impact their core business metrics. Cross-Functional GTM Partnership - Work in lockstep with Account Executives, Solution Engineers & RevOps - Help define what “great” looks like for CS in a real-time, high-performance infrastructure vertical. What we’re looking for - Direct experience working with trading platforms, brokerages, crypto exchanges, gaming companies, or other high-frequency transaction businesses as a Customer Success Manager. - Strong understanding of: - Real-time payment flows and funding mechanisms - Deposit/withdrawal optimisation and conversion drivers - Wallet infrastructure and reconciliation - Fraud, chargebacks, and risk mitigation in high-volume environments - KYC/AML and regulatory considerations - Senior-level Customer Success experience managing enterprise or strategic accounts with material revenue and operational complexity. Ability to operate credibly with C-suite, founders, and senior operators. - Commercial mindset, comfortable owning renewals, expansions, and revenue outcomes. - Strong cross-functional influence across Product, Engineering, Sales, and Ops. - Operator mindset: structured, detail-oriented, and calm under pressure in high-throughput environments. - Experience in MENA experience is a plus. NB. While we think the above experience could be important, we’re keen to hear from people that believe they have valuable experience to bring to the role. If you identify with the team and mission, but not all of our requirements, then please still apply!! WHY JOIN US? We’re building the financial infrastructure for MENA. Not as a slogan, as a fact. Since 2019, we’ve become the first regulated Open Banking and Open Finance company operating across the UAE and Saudi Arabia. We’ve processed billions of dollars. We connect millions of accounts. We enable companies like Binance, Careem, and Etisalat to build products that were previously impossible in this region. Our recent $67.5M Series B from General Catalyst and Sequoia isn’t just validation: it’s fuel. We’re expanding into new markets, launching new products, and setting the pace for what financial innovation looks like in MENA. We solve hard problems. We move fast. We hold ourselves to a high standard. And we’re looking for people who’ve done this before to help us do it right. If you’re motivated by building something that lasts, not just something that scales, Lean is where you need to be. Not only do we offer competitive salaries, private healthcare, and flexible office hours, but we also insist that every member of the team hold a meaningful equity stake in the business to ensure long-term alignment. We'd love you to join us for this journey! Lean is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. When applying for a job at Lean Technologies, we will need to collect, use and share Personal Data about you with different members of our team during the application process. This may mean transferring your data to members of the team in one of our office locations worldwide outside of the country you are in. Please refer to our Privacy Notice on our website for more information about how we may use and store your Personal Data