Senior Customer Success Manager

Allego • Waltham, MA

27d • $96,000 - $144,000 • Hybrid

About The Position

The Senior Customer Success Manager – Adoption works with Allego’s existing enterprise customers to expand platform usage and adoption through the Allego Blueprint. The role owns the high-touch post-implementation customer lifecycle through renewal and beyond, helping customers apply their existing Allego platform to new processes and expand its use across their organizations.

The Senior Customer Success Manager serves as a consultative trusted advisor, developing customer roadmaps, guiding adoption of best practices, features, and use cases, and helping customers realize platform value and return on investment. The role also acts as a product expert and customer advocate, coordinating with internal teams on product feedback, customer health, renewals, expansion opportunities, and escalations. The position is posted as hybrid, though remote candidates may be considered.

Requirements

• At least 6 years of experience in a fast-paced SaaS client services role involving ongoing relationship management and customer adoption expansion.
• Strong project management background in a client relations or account management environment, using a consultative approach.
• Self-motivated, proactive team player with ideas for driving customer loyalty, retention, and expansion.
• Excellent individual and group presentation, written, and oral communication skills.
• Strong interpersonal skills and experience initiating and building positive relationships.
• Strong organizational and time-management skills, including the ability to manage multiple projects simultaneously and set expectations.
• High attention to detail and quality.
• Ability to work in a fast-paced, evolving startup environment while maintaining a positive attitude.

Nice To Haves

• Revenue enablement industry experience.
• Experience with Google Suite, ChurnZero, Salesforce.com, and Microsoft Office (Outlook, Excel, Word, and PowerPoint).

Responsibilities

• Ensure a smooth transition from customer implementation to the adoption phase in partnership with the Implementation CSM.
• Define customer roadmaps for deploying future use cases using the Allego Blueprint.
• Advise customers on expanded use of the Allego Blueprint, incorporating best practices, new features, and new use cases to support retention and ROI.
• Conduct proactive customer outreach to review usage, identify opportunities for use-case expansion, and assess satisfaction.
• Serve as product expert and customer advocate, and relay business requirements to Product Management for potential product enhancements.
• Build relationships with customer project leads, decision makers, and sponsors, aligning business goals with project-team execution.
• Partner with the Allego Account Manager to support customer renewals.
• Monitor and update customer account health in ChurnZero.
• Coordinate internal escalation of at-risk customers with CS Leadership, Sales, Product, and other teams.
• Partner with CSD and Sales to identify portfolio expansion opportunities.
• Partner with Sales to prepare and deliver customer business reviews.
• Support company customer retention and expansion goals.
• Complete special projects assigned by the Director of CS, Adoption.

Benefits

• Medical, dental, and vision coverage.
• Unlimited vacation.
• Paid parental leave.
• Health Reimbursement Account (HRA).
• Flexible Spending Account (FSA).
• 401(k) with company matching.
• Short- and long-term disability, AD&D, and life insurance.
• Allego stock options.
• $96,000–$144,000 base salary, plus 10% variable compensation and equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed