Customer Success Manager

Alloy.ai•Vancouver, BC

11d•CA$82,500 - CA$110,000•Hybrid

About The Position

Alloy.ai is seeking a Senior Customer Success Manager to join their Client Solutions team, focusing on the Mid-Market and Enterprise customer segments. This role requires a high degree of autonomy and ownership, balancing in-depth engagement with key accounts and efficient management of a portfolio. The successful candidate will understand customer needs, translate them into objectives, and drive measurable outcomes using Alloy.ai's platform. This position offers hands-on experience in demand-side analytics and the opportunity to influence product roadmap, value proposition, and market positioning by gathering customer feedback and insights. Alloy.ai emphasizes customer success as a core value, with the entire organization working towards client success.

Requirements

2+ years of experience in SaaS Customer Success, consulting, or other analytical, client-facing roles.
Strong analytical and problem-solving skills, with the ability to link technical details to business outcomes.
Proven project management abilities with excellent organization, follow-through, and work ethic.
Comfortable managing multiple customer journeys at once, with a focus on scalable success and driving business results.
Skilled at quickly diagnosing customer issues, resolving them efficiently, and returning to broader portfolio management.
Passionate about improving processes and workflows to create repeatable customer success models.
Strong relationship-building skills across various personas, from day-to-day users to executive sponsors.
Experience managing renewals and expansions, ideally at scale.
An ownership mindset demonstrating drive, initiative, energy and a sense of urgency.

Nice To Haves

CPG or supply chain experience
Customer journey mapping
Process improvement expertise
Additional experience demonstrating ability to coach and scale teams (for Senior Customer Managers or Team Leads)

Responsibilities

Manage a portfolio of 15–30 SMB/Mid-Market customers (<$500M in revenue), serving as the primary point of contact from onboarding through renewal and growth.
Support executive stakeholders (VP to C-level) to achieve fast, measurable outcomes with Alloy.ai through scalable, value-driven engagements.
Monitor account health, manage by exception, and focus efforts where they will have the highest impact.
Drive retention and expansion through business value reviews, renewals, and growth-focused conversations.
Conduct and deliver analysis in Alloy, helping customers turn insights into repeatable, automated processes.
Identify and cultivate customer advocates, partnering with Marketing to capture success stories, case studies, and references.
Improve processes, playbooks, and tooling to support scaled customer management without sacrificing quality.
Collaborate on building training programs, including self-serve onboarding and education to reduce manual support needs.
Act as the voice of the customer, gathering feedback and translating it into actionable requests for Product and Engineering.