Customer Success Manager

Alloy.ai•Denver, CO

33d•Hybrid

About The Position

Alloy.ai is seeking to grow its 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.

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, or process improvement expertise.
Senior Customer Managers or Team Leads would need to have additional experience demonstrating ability to coach and scale teams.

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.