Mid-Market Account Manager
About The Position
Alloy is the AI-powered identity and fraud prevention platform that accelerates onboarding, stops fraud, and scales compliance across the customer lifecycle so financial organizations can grow without limits. More than 900 of the world's leading financial institutions and fintechs trust Alloy for smarter risk management that drives growth. Through our values: Be Bold, Go Fast, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. As a Mid-Market Account Manager, you'll join Alloy's Client Success organization, helping a broad portfolio of mid-market customers maximize the value they receive from the Alloy platform. Working cross-functionally with Sales, Product, Support, and our technical teams, you'll play a key role in driving customer retention, growth, and long-term success. Alloy operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite three days a week.
Requirements
- 3+ years of experience in SaaS Account Management, Customer Success, or a related customer-facing commercial role.
- Experience managing customer renewals, retention, and account growth within a portfolio environment.
- Strong relationship management, communication, and organizational skills.
- Ability to manage multiple priorities across a high-volume book of business.
- Analytical mindset with the ability to interpret customer usage data and identify opportunities or risks.
- A collaborative, customer-first approach with a passion for helping customers achieve measurable business outcomes.
- Self-motivated, adaptable, and comfortable working in a fast-paced, high-growth environment.
Nice To Haves
- Experience in fintech, financial services, fraud prevention, identity, compliance, or another regulated industry is preferred.
Responsibilities
- Own and manage a large portfolio of mid-market customer accounts, maintaining a strong understanding of customer goals, account health, product adoption, and renewal timelines.
- Prioritize customer engagement based on account health, lifecycle stage, product usage, commercial opportunity, and business impact to maximize customer outcomes across your portfolio.
- Execute repeatable account management plays and scalable customer engagement programs rather than bespoke account plans, ensuring customers receive the right guidance at the right stage of their journey.
- Drive product adoption by delivering customer education, sharing best practices, promoting new features, and connecting customers with Alloy's self-service resources.
- Partner with customers to help them realize ongoing value from the Alloy platform throughout their lifecycle.
- Own the commercial renewal process, proactively managing renewal readiness and mitigating retention risks.
- Monitor customer health and usage trends to identify risks, proactively re-engage customers, and improve retention outcomes.
- Identify opportunities to expand customer value through additional products and platform capabilities, partnering with Sales on commercial opportunities where appropriate.
- Coordinate with Technical and Product teams to ensure customers receive the resources and support they need for success.
- Build trusted relationships with customer stakeholders while serving as their primary commercial advocate within Alloy.
- Surface customer feedback and market insights that help improve the customer experience and influence future product development.
Benefits
- Unlimited PTO and flexible work policy
- Employee stock options
- Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options
- 401k with 100% match up to 4% of annual employee compensation
- Eligible new parents receive 16 weeks of paid parental leave
- Home office stipend for new employees
- Annual learning & development annual stipend
- Well-being benefits include access to ClassPass, OneMedical, UrbanSitter, and Spring Health
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
