Principal Customer Success Manager - Dubai - leantech

Description

About the role

As Lean scales into a multi-product, verticalized GTM organisation, we're hiring a Principal Customer Success Manager (CSM) to anchor and scale our Remittance vertical alongside the Head of GTM - Remittance.

This role owns the post-sale lifecycle, expansion strategy, and operational success of Lean's largest and most complex remittance customers across the UAE and KSA, including global remitters, payout platforms, stablecoin-enabled corridors, and high-volume money movement operators.

You will work hand-in-hand with the Head of GTM - Remittance as the senior CS counterpart: translating GTM strategy into execution, ensuring customers activate, consume, expand, and renew at scale. This is a commercial CSM role with direct ownership of retention, expansion, and long-term account health in one of Lean's highest-consumption verticals.

The moment

Lean has tripled in size over the past twelve months. We're on track to triple again next year.

What started as the region's pioneering Open Finance platform is now becoming something bigger: a multi-product infrastructure company powering payments, data, and lending across MENA. We're expanding into new markets, opening offices, acquiring businesses, and building capabilities that didn't exist here before.

We've processed billions of dollars in transactions. We're trusted by 300+ clients - from Binance and Careem to Etisalat - and backed by General Catalyst, Sequoia, and Shorooq. Our $67.5M Series B was just the beginning.

What you'll own

• Strategic Account Ownership & Expansion

  • Own the end-to-end post-sale relationship for Lean's largest remittance customers, from onboarding through scale, renewal, and expansion.

  • Act as the single-threaded owner of account health, consumption growth, retention, and multi-product expansion.

  • Partner with the Head of GTM - Remittance on account strategy, expansion planning, and prioritisation of high-impact opportunities.

  • Identify and drive upsell/cross-sell opportunities across guaranteed payments, instant withdrawals, stablecoin settlements, payout flows, and new corridors.

• Activation, Scale & Operational Excellence

  • Lead complex onboarding and activation journeys across high-volume remittance use cases.

  • Ensure customers are operationally ready across:

    • Payout SLAs and settlement paths

    • Liquidity and treasury workflows

    • KYC/AML and compliance readiness

    • Corridor-specific constraints and FX considerations

  • Proactively manage risks related to volume spikes, liquidity shortfalls, fraud, or regulatory changes.

• Vertical & Product Influence

  • Serve as the voice of remittance customers internally, influencing product, engineering, and roadmap decisions based on real operational needs.

  • Partner closely with Product, Engineering, and Solutions to:

    • Improve reliability, scale, and performance of remittance flows

    • Shape corridor-specific features and workflows

    • Inform prioritisation based on revenue and consumption impact

    • Contribute to vertical playbooks, best practices, and repeatable CS motions for remittance.

• Executive Stakeholder Management

  • Build trusted relationships with founders, payment heads, compliance leaders, treasury teams, and operations leaders at remittance firms.

  • Lead QBRs, WBRs, and executive reviews, tying Lean's performance directly to customer KPIs, cost savings, reliability, and growth outcomes.

  • Act as a strategic advisor, not just an operator.

• Cross-Functional GTM Partnership

  • Work in lockstep with:

    • Head of GTM - Remittance on vertical strategy and account planning

    • AEs on expansions and renewals

    • SEs on solution design and scaling challenges

    • RevOps on forecasting, renewals, and expansion tracking

  • Help define what "great" looks like for CS in a high-volume infrastructure vertical.

What we're looking for

• Direct experience working with remitters or high-volume money movement as a Customer Success Manager

• Strong understanding of:

  • Remittance economics and payout models

  • Liquidity and treasury operations

  • Stablecoin on/off-ramps and settlement flows

  • KYC/AML, compliance, and fraud considerations

• Senior-level Customer Success experience managing enterprise or strategic accounts with material revenue and complexity.

• Commercial mindset, comfortable owning renewals, expansions, and revenue outcomes.

• Ability to operate credibly with C-suite, founders, and senior operators.

• Strong cross-functional influence across Product, Engineering, Sales, and Ops.

• Operator mindset: structured, detail-oriented, calm under pressure in high-throughput environments.

• Experience in regulated financial services environments; MENA experience is a plus, but deep remittance expertise is more important.

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

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