Customer Success Manager

Customer Success Manager

At Alloy.ai, we work with consumer goods companies that make the products we eat, wear, and use every day, as well as the ones we occasionally splurge on. We're tackling a real and complex problem for themmanaging supply and demand in the face of constantly changing customer behavior, highly complex supply chain networks, 40-year-old data standards and labor-intensive manual processes.

Alloy.ai is a fast-growing, well-funded startup with an expanding presence across the world. Our team hails from successful startups, leading tech companies and Fortune 100 enterprises. We believe deeply in fostering individual ownership, iterating to excellence, focusing on what matters, communicating openly & respectfully, and supporting one another.

We encourage people of all backgrounds to apply. Alloy.ai is committed to creating an inclusive culture, and we celebrate diversity of all kinds.

We are growing our Client Solutions team to support and expand Alloy's SMB and Mid-Market customer segmentour fastest-growing revenue stream. We're hiring for roles from individual contributors to Team Manager to help scale this critical practice.

At Alloy, we value our customers above everything else. We believe that the success of the companies we work with, and of the individuals within them, is perhaps the single most important and valuable indicator of our product's performance and our own potential. Every part of the organization works toward this objective, and Client Solutions takes the lead.

As a member of this team, you'll manage a portfolio of 1530 SMB / MM accounts, ensuring customers are successfully onboarded, adopting Alloy broadly across their organizations, renewing, and ultimately growing with us. These customers include large corporations and fast-growing DTC brands, and you'll work with stakeholders from day-to-day users to VP and C-level executives. At the same time, you will be at the heart of scaling our Client Solutions practice. You'll manage by user data, look to drive efficiencies through developing repeatable customer trainings and playbooks, and partner with cross-functional teams to scale all of our processes. The knowledge you accumulate as you interact with customers will be foundational to influencing Alloy's product roadmap, value statement, and market positioning.

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 are a fast learner, ready to prove yourself in a challenging role with the expectation that you will rapidly pick up increased responsibilities. 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 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 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. You think big and want to change the way an entire industry operates.

What You'll Do

Manage a portfolio of 1530 SMB / Mid-Market customers (&$500M in revenue), serving as the primary point of contact from onboarding through renewal and growth. You will own a book of business from rapidly growing DTC brands to large corporations.

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're 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.

$75,000 - $137,500 a year

Total Annual Compensation at Alloy is comprised of a Base Salary and Annual On-Target Bonus (OTB). Final compensation will be determined based on the specific role, level, candidate experience, and location. Alloy reserves the right to adjust or modify the compensation package as necessary to align with business needs, market conditions, or individual qualifications.

All compensation decisions are subject to internal guidelines and final executive approval.