Customer Success Manager - Mid Market

Job Description Roles & Responsibilities 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 Desired Candidate Profile What we are looking for 4+ years in customer success, account management , or a comparable role owning customer relationships and a commercial number Proven track record growing and retaining a portfolio of accounts , with evidence of expansion or upsell driven through your own efforts A relationship builder: you earn trust with finance and operations stakeholders and use it to understand the business and grow the account Commercial ownership , with a track record against retention, expansion, or revenue targets Strong discovery instincts : you spot where a customer's spend is not yet on the platform and build the case to bring it across Extreme ownership : you treat your accounts as your own business, take full responsibility for outcomes, and never wait for someone else to solve a problem that affects your customer A bias for problem-solving : when something is broken, blocked, or undefined, you find a way through rather than escalating and waiting. You are resourceful in ambiguity and comfortable building the path as you go Comfortable speaking the language of finance teams and accounting tools without needing to be an engineer Fintech, SaaS, or payments background preferred UAE market experience strongly preferred, including an understanding of how Mid-Market companies in the Gulf manage their spend 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 Company Industry BankingFinancial ServicesBroking Department / Functional Area SalesBusiness Development Keywords Customer Success Manager - Mid Market Get real-time job updates only on our App