Senior Customer Success Manager - Remittance

Location

Dubai, United Arab Emirates

Full time

Revenue & Operations

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 s 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

    • Rev Ops 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…