Customer Success Manager

About Alloy.ai

Alloy.ai provides a unified Commerce Intelligence System for consumer brands by consolidating data from over 500 sources, including ERPs, retailers, ecommerce platforms, and distributors to deliver a reliable single source of truth. Their proprietary commerce logic and AI Agents convert scattered data into actionable demand signals, empowering sales and supply chain teams at brands such as Liquid I.V., Crayola, and Valvoline to optimize revenue windows, protect profit margins, and maintain product availability efficiently.

Operating as a well-funded and rapidly expanding startup with a global presence, Alloy.ai's team is composed of professionals from successful startups, tech leaders, and Fortune 100 companies who prioritize individual ownership, iterative improvement, focus, open communication, and mutual support. The company is dedicated to fostering diversity and inclusivity in the workplace.

Role Overview

The Customer Success Manager will join Alloy.ai’s growing Client Solutions team to serve Mid-Market and Enterprise clients who represent a vital segment requiring both scalable execution and impactful engagement. This senior-level role involves independently managing a portfolio of key accounts, comprehending customer needs, mapping these to clear and achievable goals, and delivering successful outcomes. The position provides hands-on exposure to demand-side analytics and helps customers enhance profitability through faster, data-informed decision-making across retail and supply chain ecosystems.

Key Responsibilities

• Manage between 15 to 30 SMB and Mid-Market customers, ranging from emerging direct-to-consumer brands to large corporations, acting as the principal contact throughout onboarding, renewal, and growth stages.
• Collaborate with executive sponsors (VP to C-level) to achieve rapid, measurable impacts through efficient, value-focused customer engagements.
• Monitor account health proactively by managing exceptions and prioritizing efforts where they generate significant impact.
• Drive customer retention and growth by conducting business reviews, managing renewals, and facilitating expansion conversations.
• Perform data analysis using Alloy.ai's platform, enabling customers to develop repeatable and automated workflows based on insights.
• Identify loyal customers and partner with marketing to develop success stories, case studies, and endorsement references.
• Enhance customer success operations through improving processes, playbooks, and tools to support scalable yet high-quality account management.
• Contribute to designing training programs, including self-service onboarding and educational materials to decrease manual support demands.
• Serve as the customer's advocate by gathering feedback and collaborating with Product and Engineering teams to inform future improvements.

Qualifications and Skills

• Minimum of 2 years experience in SaaS Customer Success, consulting, or similar analytical and client-engagement roles.
• Strong analytical thinking and problem-solving capabilities with the aptitude to connect technical details to business impacts.
• Demonstrated project management expertise with excellent organizational skills, follow-through, and professionalism.
• Proven ability to handle multiple customers simultaneously with a focus on scalability and tangible business results.
• Efficient diagnosis and resolution of customer challenges while maintaining oversight of broader account responsibilities.
• Enthusiasm for optimizing workflows and establishing repeatable models for customer success.
• Excellent interpersonal skills to build and maintain relationships across a range of stakeholders, from daily users to executives.
• Experience overseeing contract renewals and expansion initiatives, preferably managing them at scale.
• Ownership mentality characterized by drive, initiative, energy, and a strong sense of urgency.
• Desirable but not mandatory: experience in Consumer Packaged Goods (CPG), supply chain knowledge, customer journey mapping, or process improvement expertise.

Work Environment & Location

This is a hybrid role based in Washington, D.C., requiring presence in the office at least three days per week when not on vacation. Fully remote candidates will not be considered for this position.

Benefits

• Flexible paid time off policy that trusts employees to recharge as needed.
• 401(k) matching program supporting long-term financial planning.
• Weekly team lunches fostering collaboration and relationship building.
• Professional development allowance to support continuing education, certifications, or training.
• Monthly reimbursement for commuting expenses.
• Paid parental leave to support family needs during key life events.

Additional Information

Artificial intelligence tools may be employed during parts of the recruitment process to review and analyze application materials and identify inconsistencies; however, human judgment remains central to final hiring decisions. Inquiries about data handling during the process can be directed accordingly.