Customer Success Manager - Enterprise

About the job
The company is an AI-native finance platform that simplifies finance for businesses in the Middle East. Our mission is to help businesses save time and money through a range of services, including corporate cards, expense management, cross-border payments, accounting automation, treasury, and business banking. As a leader in the fintech space, the company has over 3,000 businesses utilizing our platform, including enterprises like Careem, G42, Tabby, and more. We have raised $55Mn to date, being recognized as one of the largest Series A rounds in Middle East history. Our team is located in Dubai, Riyadh, and Bangalore, with a workforce that brings experience from top firms like McKinsey, Goldman Sachs, and Amazon. We have earned multiple accolades, including a spot on the Forbes Fintech 50 list and being ranked the No. 1 spend management platform in EMEA by G2.

About the role
The Enterprise Customer Success Manager (CSM) is essential in guiding enterprise customers from the moment they join the company onward. You will take full ownership of the customer relationship, create adoption and integration plans, and ensure the company becomes an integral part of their financial operations. This role is suited for someone capable of driving change in large organizations, with a strong understanding of a CFO's language and the ability to see that a successful launch is just the beginning. Your responsibilities will include managing a defined set of strategic accounts, ensuring deep activation, and fostering a stable, growing relationship across multiple products.

What you'll do
Activate and embed:

• Take ownership of the relationship upon close, ensuring a seamless transition from Sales
• Build a Mutual Action Plan and structured adoption plan with each customer, aligning stakeholders on outcomes and milestones from day one
• Drive extensive adoption across all relevant teams, spend categories, and ensure full accounting and system integration so that the company becomes indispensable

Run the cadence:

• Establish a governance rhythm matching the account's maturity, moving from Monthly Business Reviews during activation to Quarterly and Executive Business Reviews as the relationship stabilizes
• Develop and strengthen executive relationships across finance, operations, and C-suite, framing the company's impact in commercial terms
• Own the value-realization story for each account, quantifying impact to anchor renewals and drive expansion

Discover, retain, and grow:

• Conduct continuous discovery throughout the lifecycle, remaining attuned to the customer’s evolving needs and identifying opportunities and risks early
• Increase account growth by deepening product adoption and cross-selling core products as they address customer issues
• Identify expansion opportunities across departments and categories, assessing when accounts are ready for additional offerings
• Manage retention and renewals comprehensively, owning the commercial conversation and targets for net revenue retention
• Serve as the voice of the customer within the company, translating account insights into structured feedback for the product roadmap

What we're looking for

• 6+ years of experience in enterprise customer success, strategic account management, or a comparable role with complex, high-value relationships
• Proven ability to manage strategic enterprise accounts with multiple stakeholders and workstreams
• Experience in implementing complex projects or launches, showcasing strong project and stakeholder management skills
• Financial fluency to relate product adoption to financial outcomes and lead executive discussions in commercial terms
• Demonstrated capability to quantify and convey value realization to senior stakeholders
• Technical credibility in discussions about integrations and workflow architecture without needing technical configuration
• Strong commercial ownership evidenced by track records against GTV, attach, retention, or forecast-accuracy targets
• A proactive approach: you treat your accounts as your own, taking full responsibility for outcomes without waiting for others to take action
• Resourcefulness in problem-solving, especially in ambiguous situations
• Skilled in creating long-term account plans and coordinating various levels of business reviews
• Background in fintech, SaaS, or payments preferred; experience with the Office of the CFO is a plus
• UAE market experience is strongly preferred, with insight into financial decision-making in Gulf-based enterprises

What's in it for you

• Contribute to building a leading fintech brand in the Middle East
• Significant ownership and accountability in your role
• Flexible hybrid working culture with a strong emphasis on work-life balance
• Opportunities to participate in exciting offsite events
• Competitive salary and equity compensation
• Additional perks, including travel allowances, gym memberships, and more.