Senior Client Success Manager, Enterprise

Alloy • New York, NY

142d • $150,000 - $180,000 • Hybrid

About The Position

Alloy helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Over 600 of the world’s largest financial institutions and fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers.
Alloy is seeking to hire a candidate with strong strategic relationship management skills, excellent business acumen for Enterprise SaaS solutions, and demonstrable domain expertise in the banking/fintech/compliance/regulatory space. You would join our Client Success team and assist with our rapidly growing and diverse customer base of banks, credit unions and fintech companies across the world.
This Senior CSM role will own and deepen the client relationship with our largest, high priority accounts, be responsible for SaaS retention metrics such as GDR (Gross Dollar Retention), NDR (Net Dollar Retention) of their portfolio, and proactively advise our clients on fraud and risk management as an expert. As a Senior CSM, you will be a strategic partner to your clients and ensure success from Day 1 as they work through implementation with Professional Services to post go-live. You will own the relationship with the client during their tenure with Alloy to ensure that they are realizing tangible value from using Alloy, ensuring adoption and expanding our commercial footprint.

Requirements

• Strong interpersonal, organizational, time-management and prioritization skills
• 4+ years experience in Enterprise SaaS Account Management, Sales or Client Success working with strategic or enterprise level customers owning retention metrics such as GDR and NDR and running strategic executive business reviews
• Experience in the fintech or banking sector preferred, or another highly regulated industry
• Previous working knowledge in KYC/CIP, AML, fraud prevention and other compliance programs strongly preferred
• Previous working knowledge in RESTful API strongly preferred
• Self-motivated, analytical, and ambitious with an entrepreneurial spirit and are endlessly curious about our product and industry
• Ability to multitask and work in a dynamic, fast-growing environment
• Analytical acumen and the ability to tell stories from data that tie to a clients goals
• A passion for improving digital financial services and the identity landscape
• Desire to work with a quickly expanding and growing team
• Located in NYC Metropolitan area or willing to relocate to the area

Responsibilities

• Owning, managing and growing a portfolio of accounts and advising them through a client maturity plan and act as their lead strategic advisor
• Proactively managing your portfolio of accounts with regular meetings, mapping the organization, engaging a variety of stakeholders, and being an expert in Alloy and our industry
• Owning key retention metrics such as GDR and NDR for assigned accounts
• Identifying cross-sell opportunities for your accounts and partnering with sales to close that revenue
• Proactively identifying churn risk and partnering with cross-functional teams to mitigate churn
• Proactively identifying gaps in client consumption and usage and partnering with technical account managers or solution architects to boost usage
• Lead and present quarterly executive business reviews for your accounts with tailored content, substantive value and actionable items tied to a shared roadmap
• Keep a tab on the client health of your portfolio and action when appropriate
• Attend industry conferences, network and build relationships in person
• Work with product to inform future roadmap decisions based on direct and indirect client feedback

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, and Spring Health
• Hybrid work environment: our employees local to NYC are expected to work Tuesdays and Thursdays from our HQ in Union Square, Manhattan. Tasty lunches catered from a variety of local restaurants and frequent employee-organized cultural events contribute to our positive office energy. On Monday/Wednesday/Friday most employees Zoom into work from home while some take advantage of the quieter office.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees