Senior Customer Success Manager

What You Will Do

• 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.

What We Are Looking For

• 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