Customer Success Manager

• Manage a portfolio of 15–30 SMB/Mid-Market customers (<$500M in revenue), serving as the primary point of contact from onboarding through renewal and growth
• 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

• CPG or supply chain experience
• customer journey mapping
• process improvement expertise

Annual On-Target Bonus (OTB)