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.

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

Benefits

Flexible Time Off; RRSP Matching Program; Weekly Team Lunches; Professional Development Budget; Monthly Transit Reimbursement; Paid Parental Leave