Senior Customer Success Manager

Alloy.ai • Vancouver, BC

8d • Hybrid

About The Position

At Alloy.ai, we work with consumer goods companies that make the products we eat, wear, and use every day, as well as the ones we occasionally splurge on. We’re tackling a real and complex problem for them—managing supply and demand in the face of constantly changing customer behavior, highly complex supply chain networks, 40-year-old data standards and labor-intensive manual processes. Alloy.ai is a fast-growing, well-funded startup with an expanding presence across the world. Our team hails from successful startups, leading tech companies and Fortune 100 enterprises. We believe deeply in fostering individual ownership, iterating to excellence, focusing on what matters, communicating openly & respectfully, and supporting one another. We encourage people of all backgrounds to apply. Alloy.ai is committed to creating an inclusive culture, and we celebrate diversity of all kinds. We are growing our Client Solutions team to support and expand Alloy’s Mid-Market and Enterprise customer segments. These customers represent a critical part of our business, requiring both scalable execution and high-impact, value-driven engagement. As a Senior Customer Success Manager, you will operate with a high degree of autonomy and ownership, balancing depth with key accounts and efficiency across your portfolio, while contributing to how we scale Customer Success across the company. You will understand their needs and priorities, translate them into attainable objectives and successfully execute against them. You’ll engage with a diverse set of customer challenges, gaining hands-on experience in demand-side analytics and helping customers drive measurable outcomes with their retail partners. You'll help us build a deep understanding of key metrics used by different retailers and trade partners across the supply chain and with this knowledge, and drive increased profitability for our customers with their ability to make faster and more informed decisions. At Alloy, we value our customers above everything else. We believe that the success of the companies we work with, and of the individuals within them, is perhaps the single most important and valuable indicator of our product’s performance and our own potential. Every part of the organization works toward this objective, and Client Solutions takes the lead. The knowledge you accumulate as you interact with customers will be foundational to influencing 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.

Benefits

• Flexible Time Off– We trust our team to take the time they need to recharge and perform at their best
• RRSP Matching Program – Helping you invest in your long-term financial future
• Weekly Team Lunches – Regular opportunities to connect, collaborate, and build relationships across the team
• Professional Development Budget – Dedicated resources to support your growth, whether through courses, certifications, or other learning opportunities
• Monthly Transit Reimbursement - Covering your commute to make getting to the office seamless and stress-free
• Paid Parental Leave - Dedicated time off to focus on your family during one of life’s most important transitions

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 1-10 employees