Customer Success Manager

What You Will Do

• Manage a portfolio of 15–30 SMB/Mid-Market customers.
• 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.

What We Are Looking For

• 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.
• Senior Customer Managers or Team Leads would need to have additional experience demonstrating ability to coach and scale teams.