Customer Success Associate/Manager

About AlaanAlaan is the SuperCard™ for businesses and the most loved fintech in the Middle East. Our mission is to simplify finance for businesses so they can save time and money.Alaan provides everything businesses need to manage and control expenses, including the SuperCard™, AI-powered automation and insights, streamlined accounting, and centralized dashboards, all in one place.Over 1500 businesses in the UAE and KSA, from startups to enterprises, use Alaan to control spending and save costs.Backed by Y Combinator and top global investors- including founders and executives of leading startups - Alaan is built by a world-class team from McKinsey, BCG, Goldman Sachs, Barclays, Zomato, Careem, Rippling, and other high-growth companies.We’re not just building software. We’re reimagining how finance works for modern businesses across the region.About the roleAs a Customer Success Associate/Manager at Alaan, you will be the strategic link between our company and a diverse portfolio of high-value clients, working proactively to help them achieve success through our platform. You’ll serve as a trusted advisor, managing client relationships from onboarding to long-term partnership, ensuring their goals are met, and enhancing their experience with our product. Your expertise will drive client satisfaction, loyalty, and growth in a fast-paced, start-up environment.What you'll doAccount Management - Successfully manage a portfolio of customers and prioritize amidst multiple competing priorities, escalations, and deadlines.Continuous Learning and Development - Develop a deep understanding of a client’s business, brand, industry, and its consumers. Apply domain/technical knowledge of the platform, best practices, and customer insights to remove blockers and proactively support customers.Vigilance and Awareness - Proactively track accounts to identify early warning signs of churn risk, establish internal action plans to address customer concerns and work proactively to eliminate that risk.Product Development - Act as an advocate for the client and bring back structured requests or feedback to the Product team and work with the product team to be one of the key contributors to define client requirements, features and improvements.A Constant Air of Improvement - Establish and improve service procedures, policies and standards through best practices while keeping accurate records and document customer service actions and discussions.Ownership - Take responsibility for positively building client relationships over time as their go-to trusted advisor.What we're looking for2+ years of proven successful experience as a Customer Success Prior experience in B2B SaaS/B2B/Fintech/Tech/startup is a plusProven track record - Of high-value solution client success experiences with enterprise clients from a range of industries. Experience in supporting long term, recurring revenue programs or equivalent.Ownership - Ability to multi-task and independently handle tasks without any follow-ups.Problem Solver – You are a natural problem solver and trusted adviser to clients, never shy of presenting a point of view to deliver on client objectives. Ability to negotiate with win-win outcomes.Passion for Business Optimization – You have an interest in new technologies and in the power of data and insights as foundations for business growth. You also have a working knowledge of customer service software, databases and tools.Cognitive Intelligence – You can think on your feet, seeing all the angles to best position our platform to best fit a client’s needs.Client Empathy – You’ll be building deep, trusting relationships.Communication Skills - Excellent verbal, written, and presentation skills in English.Positivity – You’ve got the charisma, but not the ego, to make a good impression with a collaborative mindset.Curiosity - You’re interested in learning more about the industry and show an outstanding curiosity towards the client base.Start-up Attitude – You’re comfortable in a rapidly changing environment, working with limited resources, and delivering high-quality work at the speed which is necessary for successful business growth.Knowledge - Accounting and Finance processes is a strong plus.What's in it for youContribute to building the Middle East’s most beloved fintech brand from the ground upBenefit from a role with significant ownership and accountabilityThrive in a flexible hybrid culture with ample work-life balanceParticipate in exciting offsite eventsCompetitive salary and equityEnjoy additional perks like travel allowances, gym memberships, and more