Customer Success Manager

Join Alloy, a rapidly growing company in the retail analytics space. As a Senior Customer Success Manager, you will manage a portfolio of 15-30 SMB/Mid-Market customers, serving as the primary point of contact from onboarding through renewal and growth. You will engage with a diverse set of customer challenges, drive retention and expansion, and act as the voice of the customer. This role requires strong analytical and problem-solving skills, relationship-building abilities, and a passion for improving processes and workflows.

• Gérer un portefeuille de clients SMB/Mid-Market, en tant que point de contact principal depuis l'intégration jusqu'au renouvellement et à la croissance.
• Surveiller la santé des comptes, gérer par exception et concentrer les efforts là où ils auront le plus d'impact.
• Agir en tant que voix du client, recueillir des retours d'expérience et les traduire en demandes d'action pour le produit et l'ingénierie.
• You thrive in a small team where you can make a big impact
• You don’t shy away from even the most challenging problems and are relentless in always looking for better solutions
• You love developing processes and playbooks that not only scale operations but drive additional value
• You are naturally drawn to analytical work but also think strategically and foster relationships
• 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 are a fast learner, ready to prove yourself in a challenging role with the expectation that you will rapidly pick up increased responsibilities
• You can naturally switch between detail-oriented execution, communication with all involved parties, and prioritization based on added value
• You think big and want to change the way an entire industry operates
• You have an innate drive to be successful
• You are confident in your toolkit and experience, but you also love to pick up new skills and knowledge
• 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
• An ownership mindset demonstrating drive, initiative, energy and a sense of urgency
• Strong analytical and problem-solving skills, with the ability to link technical details to business outcomes
• Skilled at quickly diagnosing customer issues, resolving them efficiently, and returning to broader portfolio management
• Strong relationship-building skills across various personas, from day-to-day users to executive sponsors
• Passionate about improving processes and workflows to create repeatable customer success models
• Comfortable managing multiple customer journeys at once, with a focus on scalable success and driving business results
• Experience managing renewals and expansions, ideally at scale
• Proven project management abilities with excellent organization, follow-through, and work ethic
• 2+ years of experience in SaaS Customer Success, consulting, or other analytical, client-facing roles
• Nice to have: CPG or supply chain experience, customer journey mapping, or process improvement expertise