Senior Customer Success Manager

Allego • Waltham, MA

17h • Hybrid

About The Position

The Senior Customer Success Manager – Adoption works with Allego’s existing enterprise customers to drive expanded usage and adoption of the Allego platform through the Allego Blueprint. The role owns the high-touch post-implementation customer services lifecycle through renewal and beyond, helping customers use their existing platform to support new processes and expanding Allego’s use across their organizations. The successful candidate builds strong customer relationships, conducts business discovery, manages projects, and serves as a trusted advisor and product expert.

Requirements

• At least 6 years in a fast-paced SaaS client services role, including 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 client loyalty, retention, and expansion.
• Excellent individual and group presentation skills and strong 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 appropriate expectations.
• Highly detail-oriented and quality-driven.
• Ability to work in a fast-paced, evolving startup environment while maintaining a positive attitude.
• Proficiency with Google Suite and ChurnZero; experience with Salesforce.com and Microsoft Office (Outlook, Excel, Word, and PowerPoint) is also noted.

Nice To Haves

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

Responsibilities

• Ensure a smooth transition from the customer’s Implementation phase to Adoption in partnership with the Implementation CSM.
• Define customer roadmaps for deploying future use cases using the Allego Blueprint.
• Guide customers through expanded use of the Allego Blueprint, incorporating best practices, new features, and use cases to support customer retention and return on investment.
• Conduct proactive customer outreach to review usage, identify opportunities to expand use cases, and assess satisfaction.
• Serve as the product expert and customer advocate, and relay customer 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 renewals for the customer portfolio.
• Monitor and update customer account health in ChurnZero.
• Coordinate internal escalation of at-risk customers with Customer Success leadership, Sales, Product, and other teams.
• Partner with Customer Success leadership and Sales to identify expansion opportunities within the customer portfolio.
• 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 Customer Success, 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.
• 10% variable compensation and equity.

What This Job Offers

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