Senior Customer Success Manager

We are growing our Client Solutions team to support and expand Alloy’s Mid-Market and Enterprise customer segments. These customers represent a critical part of our business, requiring both scalable execution and high-impact, value-driven engagement. As a Senior Customer Success Manager, you will operate with a high degree of autonomy and ownership, balancing depth with key accounts and efficiency across your portfolio, while contributing to how we scale Customer Success across the company. You will understand their needs and priorities, translate them into attainable objectives and successfully execute against them. You’ll engage with a diverse set of customer challenges, gaining hands-on experience in demand-side analytics and helping customers drive measurable outcomes with their retail partners. You'll help us build a deep understanding of key metrics used by different retailers and trade partners across the supply chain and with this knowledge, and drive increased profitability for our customers with their ability to make faster and more informed decisions. At Alloy, we value our customers above everything else. We believe that the success of the companies we work with, and of the individuals within them, is perhaps the single most important and valuable indicator of our product’s performance and our own potential. Every part of the organization works toward this objective, and Client Solutions takes the lead. The knowledge you accumulate as you interact with customers will be foundational to influencing Alloy’s product roadmap, value statement, and market positioning.

Responsibilities

Manage a portfolio of ~10–20 Mid-Market and Enterprise customers, serving as the primary point of contact from onboarding through renewal and growth; Support stakeholders from day-to-day users to VP-level leaders to achieve fast, measurable outcomes with Alloy.ai; Act as the primary point of contact for assigned customers from kickoff through and including renewal; Collaborate with customers to create long-lasting business connections, strengthening all customer relationships and building them into true business partnerships; Support customers through implementation, training and onboarding, working closely with cross-functional Alloy.ai teams to ensure reporting and data are accurate and align with customer objectives; Deliver against valuable short term objectives and keep new and ongoing projects on track; Surface and drive expansion opportunities with existing customers through a consultative mindset in partnership with Sales and the Executive team; Work with a group of “core users” through relationship management, training and support, to make Alloy.ai a trusted and integral part of the customer’s regular course of business; Conduct business value reviews to grow and retain the book of business; Execute and present value-driving analysis in Alloy.ai and, in collaboration with users, turn these into repeatable processes at customer organizations; Act as the internal “voice of the customer”, gathering and prioritizing user feedback, translating ideas and obstacles into actionable, engineering-friendly development requests; Work cross-functionally to partner on product and marketing initiatives as well as help drive scale as our business grows

Requirements

3+ years of experience in SaaS customer success, management consulting or related analytical, consultative, client-facing fields; Exceptional analytical problem-solving skills, with the ability to understand technical details while staying focused on business objectives; Demonstrated senior selling skills within consultative projects; Superior academic record in a quantitative field; Outstanding project management, organization, work ethic; Highly motivated, self-directed, team player; Ability to build long-lasting relationships with senior executives and functional managers, acting as a trusted outside resource for problem structuring; Ownership mindset demonstrating drive, initiative, energy and a sense of urgency; Able to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution; Thrive in a small team where you can make a big impact; Confident in your toolkit and experience, but love to pick up new skills and knowledge; Comfortable balancing competing priorities across a portfolio of accounts; Take ownership of your customers’ outcomes and proactive in identifying opportunities for improvement, growth, and risk mitigation; Innate drive to be successful; want to take initiative, tackle new obstacles and solve problems we have not encountered before; Don’t shy away from challenging problems and are relentless in looking for better solutions; Pursue personal objectives but comfortable working with an engineering-oriented team towards common goals; Naturally drawn to analytical work but think strategically and foster relationships; Thrive in an environment where priorities evolve, processes are refined, and new challenges emerge; Excited by the opportunity to help build a world-class Customer Success organization; Think big and want to change the way an entire industry operates

Benefits

Flexible PTO; 401(k) Matching Program; Weekly Team Lunches; Professional Development Budget; Monthly Transit Reimbursement; Paid Parental Leave