Implementation Team Lead

About Alaan

Implementation is the entry point into the Customer Success organisation. Before an account reaches its CS motion, it passes through your team. How well that journey goes determines the trajectory of everything that follows: how fast the customer activates, how completely they are configured, and how strong a baseline CS inherits to grow from.

As Implementation Team Lead, you own that window. You lead a team of Implementation Specialists while managing your own portfolio of accounts. You set the standard by doing the work, build the processes that make the function scale, and use data to understand what is working, what is not, and where to improve. This is a hands-on role for someone who is equally comfortable running a kickoff call, coaching a team member through a difficult onboarding, and pulling apart cohort data to understand why a set of accounts is taking longer to activate than it should.

Speed and completeness are both metrics here. An account that goes live fast but without proper configuration is not a win. An account that is perfectly set up but took twice as long as it should is not a win either. Your job is to move both numbers in the right direction, and to build a team and a process that does the same consistently.

As team lead:

• →Lead and develop the Implementation team: set the standard, run 1:1s, review onboarding quality, and close performance gaps
• →Own the team's core metrics and drive continuous improvement against them
• →Build and maintain a data-driven view of team performance: track activation rates, implementation completion rates by cohort, integration completion, and time across each stage of the onboarding process
• →Use that data to distinguish between speed problems and quality problems, and design the right intervention for each
• →Build and refine playbooks, SOPs, and templates that make onboarding consistent and repeatable at scale
• →Own the Sales-to-CS handoff on both ends: clean intake from Sales, full context passed to the receiving CSM
• →Serve as the escalation point for complex or stalled onboardings
• →Partner with Product and Operations to feed structured, pattern-based insights back into how the platform and process evolve, not one-off escalations but recurring signals drawn from data across the portfolio

• 4 - 6 Years in implementation, onboarding, or technical customer success, with a background in fintech, SaaS, or payments strongly preferred
• Proven experience leading or mentoring a small team, with the ability to give direct, constructive feedback and develop people without micromanaging
• Data-driven by default: you track onboarding metrics at the cohort level, build dashboards that inform decisions rather than just report activity, and use data to diagnose where accounts slow down before designing a fix
• Able to distinguish between a speed problem and a quality problem in onboarding data and design different interventions for each
• Strong operational instincts: you identify process failures quickly, build structured solutions, and document improvements so they scale
• Confident communicator with finance teams: you run kickoff calls, manage change within complex organisations, and know how to get a stalled integration moving
• Working knowledge of accounting and ERP integrations 
• Comfortable bringing structured, pattern-based feedback to Product and Operations, not one-off escalations but recurring signals drawn from data across your portfolio

• Contribute to building the Middle East’s most beloved fintech brand from the ground up
• Benefit from a role with significant ownership and accountability
• Thrive in a flexible hybrid culture with ample work-life balance
• Participate in exciting offsite events
• Competitive salary and equity
• Enjoy additional perks like travel allowances, gym memberships, and more