Customer Success Manager

Senior Customer Success Manager

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.

You thrive in a small team where you can make a big impact. You are confident in your toolkit and experience, but you also love to pick up new skills and knowledge.

You are a fast learner, ready to prove yourself in a challenging role with the expectation that you will rapidly pick up increased responsibilities.

You have an innate drive to be successful. You want to take initiative, tackle new obstacles and solve problems we have not encountered before. Each problem you solve will leave a mark, shaping the future of our company's strategy.

You don't shy away from even the most challenging problems and are relentless in always looking for better solutions. You pursue your personal objectives, but you are also comfortable working with an engineering-oriented team towards common goals. When you know a better way, you voice your opinion.

You are naturally drawn to analytical work but also think strategically and foster relationships. You can naturally switch between detail-oriented execution, communication with all involved parties, and prioritization based on added value. You love developing processes and playbooks that not only scale operations but drive additional value.

You think big and want to change the way an entire industry operates.

Manage a portfolio of 1530 SMB/Mid-Market customers (&$500M in revenue), serving as the primary point of contact from onboarding through renewal and growth. You will own a book of business from rapidly growing DTC brands to large corporations.

Support executive stakeholders (VP to C-level) to achieve fast, measurable outcomes with Alloy.ai through scalable, value-driven engagements.

Monitor account health, manage by exception, and focus efforts where they will have the highest impact.

Drive retention and expansion through business value reviews, renewals, and growth-focused conversations.

Conduct and deliver analysis in Alloy, helping customers turn insights into repeatable, automated processes.

Identify and cultivate customer advocates, partnering with Marketing to capture success stories, case studies, and references.

Improve processes, playbooks, and tooling to support scaled customer management without sacrificing quality.

Collaborate on building training programs, including self-serve onboarding and education to reduce manual support needs.

Act as the voice of the customer, gathering feedback and translating it into actionable requests for Product and Engineering.

2+ years of experience in SaaS Customer Success, consulting, or other analytical, client-facing roles.

Strong analytical and problem-solving skills, with the ability to link technical details to business outcomes.

Proven project management abilities with excellent organization, follow-through, and work ethic.

Comfortable managing multiple customer journeys at once, with a focus on scalable success and driving business results.

Skilled at quickly diagnosing customer issues, resolving them efficiently, and returning to broader portfolio management.

Passionate about improving processes and workflows to create repeatable customer success models.

Strong relationship-building skills across various personas, from day-to-day users to executive sponsors.

Experience managing renewals and expansions, ideally at scale.

An ownership mindset demonstrating drive, initiative, energy and a sense of urgency.

Nice to have: CPG or supply chain experience, customer journey mapping, or process improvement expertise.

$97,000 - $135,000 a year This role is a hybrid based in Washington, D.C. Hybrid is defined by our company as 3+ days/week in the office when not on vacation. Remote employees will not be considered for this role.

Benefits of Joining Alloy

• 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