Senior Customer Success Manager

Alloy.ai • Quinte West, ON

8d • Hybrid

About The Position

Alloy.ai is expanding its Client Solutions team to support Mid-Market and Enterprise customer segments, which are crucial to their business and require scalable, high-impact engagement. As a Senior Customer Success Manager, you will operate with significant autonomy, managing a portfolio of accounts with a balance of in-depth engagement and efficiency. Your role involves understanding customer needs, translating them into objectives, and executing successfully. You will tackle diverse customer challenges, gaining experience in demand-side analytics and helping customers achieve measurable outcomes with their retail partners. This includes building a deep understanding of key metrics used by various retailers and trade partners to drive increased profitability for customers through faster, more informed decisions. Alloy.ai prioritizes customer success as the most important indicator of product performance and potential, with Client Solutions leading this effort. The insights gained from customer interactions will be vital in shaping Alloy.ai'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 PTO – We trust our team to take the time they need to recharge and perform at their best
• 401(k) 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