Senior Customer Success Manager

Alloy.ai•Washington, DC

13h•Hybrid

About The Position

Alloy.ai is seeking a Senior Customer Success Manager to join their Client Solutions team. This role will focus on supporting and expanding Alloy's Mid-Market and Enterprise customer segments. The Senior Customer Success Manager will operate with a high degree of autonomy, balancing in-depth engagement with key accounts and efficiency across their portfolio. Responsibilities include understanding customer needs, translating them into objectives, and executing against them. The role involves engaging with diverse customer challenges, gaining experience in demand-side analytics, and helping customers drive measurable outcomes with their retail partners. The position will also contribute to building a deep understanding of key metrics used by retailers and trade partners, ultimately driving increased profitability for customers through faster and more informed decision-making. The knowledge gained will influence Alloy's product roadmap, value statement, and market positioning.

Requirements

3+ years of experience in SaaS customer success, management consulting or related analytical, consultative, client-facing fields.
Exceptional analytical problem-solving skills, with the ability to understand technical details while staying focused on business objectives.
Demonstrated senior selling skills within consultative projects.
Superior academic record in a quantitative field.
Outstanding project management, organization, work ethic.
Highly motivated, self-directed, team player.
Ability to build long-lasting relationships with senior executives and functional managers, acting as a trusted outside resource for problem structuring.
Ownership mindset demonstrating drive, initiative, energy and a sense of urgency.
Able to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution.

Responsibilities

Manage a portfolio of ~10–20 Mid-Market and Enterprise customers, serving as the primary point of contact from onboarding through renewal and growth.
Support stakeholders from day-to-day users to VP-level leaders to achieve fast, measurable outcomes with Alloy.ai.
Act as the primary point of contact for assigned customers from kickoff through and including renewal.
Collaborate with customers to create long-lasting business connections, strengthening all customer relationships and building them into true business partnerships.
Support customers through implementation, training and onboarding, working closely with cross-functional Alloy.ai teams to ensure reporting and data are accurate and align with customer objectives.
Deliver against valuable short term objectives and keep new and ongoing projects on track.
Surface and drive expansion opportunities with existing customers through a consultative mindset in partnership with Sales and the Executive team.
Work with a group of “core users” through relationship management, training and support, to make Alloy.ai a trusted and integral part of the customer’s regular course of business.
Conduct business value reviews to grow and retain the book of business.
Execute and present value-driving analysis in Alloy.ai and, in collaboration with users, turn these into repeatable processes at customer organizations.
Act as the internal “voice of the customer”, gathering and prioritizing user feedback, translating ideas and obstacles into actionable, engineering-friendly development requests.
Work cross-functionally to partner on product and marketing initiatives as well as help drive scale as our business grows.