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 diverse customer challenges, drive retention and expansion, and act as the voice of the customer. This role requires strong relationship-building skills, project management 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 are a fast learner, ready to prove yourself in a challenging role with the expectation that you will rapidly pick up increased responsibilities
• 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 think big and want to change the way an entire industry operates
• 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 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 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
• Experience managing renewals and expansions, ideally at scale
• An ownership mindset demonstrating drive, initiative, energy and a sense of urgency
• Strong relationship-building skills across various personas, from day-to-day users to executive sponsors
• Comfortable managing multiple customer journeys at once, with a focus on scalable success and driving business results
• Proven project management abilities with excellent organization, follow-through, and work ethic
• Nice to have: CPG or supply chain experience, customer journey mapping, or process improvement expertise
• 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
• 2+ years of experience in SaaS Customer Success, consulting, or other analytical, client-facing roles
• Passionate about improving processes and workflows to create repeatable customer success models