Key Account Customer Success Manager

About Pemo

Pemo is a spend management platform for SMEs across MENA, headquartered in DIFC, Dubai. Finance teams use Pemo for corporate cards, expense automation, bill pay, and accounting integrations in one place. We are backed by $18M+ from top investors, named in the Forbes ME Top 50, and scaling from $10M ARR towards $100M ARR. Most of that growth will come from the customers we already have, and this role owns a large part of it.

The role

We are hiring a Key Account Customer Success Manager in Dubai to own a portfolio of our key accounts, including accounts that come to us through our partnerships, and our mid-market customers. These are our largest and most complex customers: multi-entity groups, finance teams with several approvers, and companies that run their month-end close on Pemo. Your job is to keep them, grow them, and make them loud references for Pemo.

We are building a very lean team. We would rather have one person doing the work of five, with the pay to match, than five people doing the work of one. If you want a portfolio you can coast on and a manager checking your activity, this is not your role. If you want real ownership of revenue, direct access to CFOs and founders, and a team being built to a US SaaS standard, keep reading.

What You'll Be Doing

• Own the full lifecycle of your Key Accounts portfolio, from AE handover to full activation (KYB, wallet funding, card issuance, expense policies, accounting sync, and the first month-end close) through renewal and expansion.
• Drive adoption across the whole platform, not just cards: bill pay, approvals, multi-entity setup, and accounting integrations.
• Own retention and expansion against a net revenue retention (NRR) target, running the renewal process end to end and identifying upsell and cross-sell opportunities.
• Lead executive-level business reviews (QBRs) that connect Pemo's value to each customer's own growth and financial goals.
• Build and execute account success plans tailored to each customer's goals, risks, and growth trajectory.
• Act as a trusted advisor to senior stakeholders (CFOs, finance leads, founders), providing consultative, data-driven recommendations that deepen adoption.
• Spot churn risk early from usage, spend, and support signals, and coordinate cross-functional intervention when needed.
• Partner closely with Sales, Product, and Compliance, and represent the voice of key accounts internally to shape roadmap and process.
  
  

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role, with a track record managing large, complex, or enterprise-grade accounts.
• Proven ownership of renewals and expansion within a portfolio of strategic accounts against clear NRR or retention targets, ideally in SaaS, fintech, or spend management.
• Experience working with customers in the UAE market.
• Comfortable engaging senior stakeholders (CFOs, finance leads, founders) and running executive-level business reviews.
• Strong commercial instinct: able to spot expansion and risk signals early and act on them.
• Data-driven mindset, able to turn usage and account data into a clear narrative and action plan.
• Experience with CS/CRM tools (we use Vitally); familiarity with HubSpot, Salesforce, Zendesk, Intercom, or similar.
• Finance, accounting, or ERP background (e.g., NetSuite, Xero, QuickBooks, Zoho) is a plus, as is experience with spend management, corporate card, or expense software.
• Excellent communication, negotiation, and presentation skills.
• Bachelor's degree in Business Administration, Communications, or a related field (or equivalent experience).
• Fluency in English. Arabic is a must. Hindi/Urdu are a strong plus; Tagalog, Russian, or other languages widely spoken in the UAE are also useful.
• Comfortable with regular on-site visits to key customers across the UAE
  
  

• 30-minute intro with People
• 60-minute conversation with hiring manager
• Case study on a panel call: build an account plan and run a short business review for a sample customer
• Final round with the CEO
• Offer