Senior Customer Success Manager (CSM)

About the Role
As the company 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 the company’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 CSM counterpart: translating GTM strategy into execution, ensuring customers activate, scale, and expand their use of the company’s infrastructure. This is a commercial CSM role with direct ownership of retention, expansion, and long-term account health in one of the company’s most dynamic, high-throughput verticals.

What You’ll Own

• Strategic Account Ownership

  • Own the relationship for the company’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, 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 the company’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 is a plus.

Why Join Us?
We’re building the financial infrastructure for MENA. 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 and connect millions of accounts. We enable companies 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.

If you’re motivated by building something that lasts, not just something that scales, the company is where you need to be. We offer competitive salaries, private healthcare, and flexible office hours, and insist that every member of the team hold a meaningful equity stake in the business to ensure long-term alignment.

The company is proud to be an equal opportunity workplace and is an affirmative action employer.