Senior Customer Success Manager

Senior Customer Success Manager

As Lean 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 Lean’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 CS counterpart: translating GTM strategy into execution, ensuring 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.

What you’ll own

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/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 withdrawal 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 CS motions for Trading & Gaming.

Executive Stakeholder Management

• Build trusted relationships with C-Level, product leaders, payments & 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 & RevOps
• Help define what “great” looks like for CS in a real-time, high-performance infrastructure vertical.