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Customer Success Manager
Alloy.ai
Vancouver, CAN
Full Time
Senior
Hybrid
2 days ago
Customer SuccessSaaSAnalytical SkillsProject ManagementRelationship BuildingData Analysis
Free
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Customer SuccessSaaSAnalytical Skills
About the Role
Alloy.ai seeks a Senior Customer Success Manager to manage a portfolio of SMB/Mid-Market customers, driving retention, expansion, and value realization. You will serve as the primary point of contact, conduct business value reviews, and collaborate cross-functionally to improve processes.
Key Skills for This Role
Customer SuccessSaaSAnalytical SkillsProject ManagementRelationship BuildingData Analysis
Responsibilities
- Manage a portfolio of 15 30 SMB/Mid Market customers, serving as the primary point of contact from onboarding through renewal and growth.
- Support executive stakeholders 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.
Requirements
- 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.
Full Job Posting
About The Role
- We are growing our Client Solutions team to support and expand Alloy’s Mid Market and Enterprise customer segments.
- As a Senior Customer Success Manager, you will operate with a high degree of autonomy and ownership, balancing depth with key accounts and efficiency across your portfolio.
- You will engage with a diverse set of customer challenges, gaining hands on experience in demand side analytics and helping customers drive measurable outcomes with their retail partners.
What You Will Do
- Manage a portfolio of 15 30 SMB/Mid Market customers (<CAD 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.
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.
Benefits of Joining Alloy
- Flexible Vacation We trust our team to take the time they need to recharge and perform at their best.
- RRSP Matching Program Helping you invest in your long term financial future.
- Weekly Team Lunches Regular opportunities to connect, collaborate, and build relationships across the team.
- Professional Development Budget Dedicated resources to support your growth, whether through courses, certifications, or other learning opportunities.
- Monthly Transit Reimbursement Covering your commute to make getting to the office seamless and stress free.
- Paid Parental Leave Dedicated time off to focus on your family during one of life’s most important transitions.
Workplace
- This role is a hybrid based in Vancouver, B.C. Hybrid is defined by our company as 3+ days/week in the office when not on vacation.
- Remote employees will not be considered for this role.
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