Senior Customer Success Manager

Role Overview

Senior Customer Success Manager at Lean Technologies, based in the UAE and KSA. This role anchors and scales Lean's Trading & Gaming vertical, owning the post-sale lifecycle, expansion strategy, and operational success of the company's largest and most complex customers across the region.

Company Overview

Lean is building the fintech infrastructure platform that catalyzes the next generation of payments and fintech solutions in MENA. The company's solutions range from open banking and open finance connectivity, account-to-account payments, credit decisioning capabilities, and cross-border stablecoin-powered payments. Backed by top-tier global investors including General Catalyst, Sequoia, and Shorooq, Lean recently raised $67.5M in Series B funding. The platform is trusted by 350+ clients across the UAE and Saudi Arabia, including Binance, Capital.com, IG Group, and others. Lean processes billions of dollars in transactions and is the region's most valuable Open Banking platform.

Role Purpose

You will work hand-in-hand with the VP of GTM – Trading & Gaming as the senior Customer Success counterpart, translating GTM strategy into execution. You will ensure customers activate, scale, and expand their use of Lean's infrastructure. This is a commercial CSM role with direct ownership of retention, expansion, and long-term account health in one of Lean's most dynamic, high-throughput verticals.

Key Responsibilities

Strategic Account Ownership

• Own the relationship for Lean'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 and 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 such as trading deposits and instant withdrawals.
• Ensure customers are operationally ready across deposits and withdrawals flows, 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 Customer Success motions for Trading & Gaming.

Executive Stakeholder Management

• Build trusted relationships with C-level, product leaders, payments, and compliance teams.
• Lead business reviews, tying Lean'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, and RevOps.
• Help define what "great" looks like for Customer Success in a real-time, high-performance infrastructure vertical.

Qualifications & Experience

• Direct experience working with trading platforms, brokerages, crypto exchanges, gaming companies, or other high-frequency transaction businesses as a Customer Success Manager.
• 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.
• Experience in MENA is a plus.

Skills & Competencies

• Strong understanding of real-time payment flows and funding mechanisms.
• Strong understanding of deposit and withdrawal optimization and conversion drivers.
• Strong understanding of wallet infrastructure and reconciliation.
• Strong understanding of fraud, chargebacks, and risk mitigation in high-volume environments.
• Strong understanding of KYC/AML and regulatory considerations.
• Commercial mindset, comfortable owning renewals, expansions, and revenue outcomes.
• Strong cross-functional influence across Product, Engineering, Sales, and Operations.
• Operator mindset: structured, detail-oriented, and calm under pressure in high-throughput environments.

Additional Information

• Competitive salary.
• Private healthcare.
• Flexible office hours.
• Meaningful equity stake in the business to ensure long-term alignment.
• Lean is an equal opportunity workplace and affirmative action employer, 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.