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Customer Success Manager - Mid-Market At Alloy

Location: Vancouver, British Columbia

Job Description

About the Role

We are looking for the first specialized Mid-Market Customer Success Manager to join our Client Solutions team. You will drive value across our mid-market customer segment, leading deployments and customer relationships, driving the development of processes to improve our mid-market scalability and playing a leadership role in our mid-market segment.

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.

In this role, you will be the face of the company for our mid-market customers. You will understand their needs and priorities, translate them into attainable objectives, design and apply processes to get them towards adoption and ROI. By leveraging your expertise in the mid-market space, you’ll bring skill sets and experience that compliment our current team, and drive new insights and processes to match.

About You

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. As a foundational member of an early-stage startup, 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 sales strategy.

You don’t shy away from even the most challenging problems and are relentless in always looking for better solutions. When you know a better way, you voice your opinion.

You are naturally drawn to process work. When you see a problem and solve it a few times, you can see the forest from the trees, so you find a repeatable solution, you document it and you show everyone how to apply it.

You think big and want to change the way an entire industry operates.

What You'll Do

  • Lead deployment, engagement, adoption and renewal for new and existing Alloy customers, managing accounts both independently and as part of a team.
  • Contribute and take leadership in the Alloy mid-market scalability initiative, helping define and execute processes to consistently onboard and engage mid-market customers in a standardized, efficient manner, leveraging documentation, systems and automation as needed.
  • Lead and manage ongoing relationships with existing customers; keep an engaged and productive relationship with senior sponsors; build, train, and nurture a group of “core users,” working towards a self-sustained usage of Alloy within the customer’s regular course of business, while caring about the individual users’ objectives and personal success.
  • Act as the internal “voice of the customer” informing Alloy’s strategic product roadmap, while being tactically savvy, translating product obstacles into actionable, engineering-friendly development requests.
  • Collaborate with the Alloy Data and Sales teams along cross-functional processes for including scoping, implementation and upsells.

What We're Looking For

  • 4+ years of outstanding track record in SaaS customer success, managing large portfolios of customers with high retention and upsell.
  • Experience developing and executing on team strategy, with a track record of success in standardizing and automating customer onboarding and engagement.
  • Experience managing and mentoring junior colleagues .
  • A process-oriented mindset, with a knack for identifying recurring patterns and capitalizing on them by improving the ongoing process.
  • Outstanding project management and organization skills, and an ownership mindset demonstrated by strong work ethic.
  • Ability to build long-lasting relationships with senior executives and functional managers, acting as a trusted outside resource for problem structuring.
  • Ability to thrive in a small team with a highly dynamic work environment, switching rapidly from strategy to execution.
About Alloy

Alloy is the modern analytics and planning software solution for consumer goods brands. We empower these companies, which make the items we use, wear and consume every day, to manage supply and demand with speed and agility.

Alloy is early-stage, well-funded by leading VCs, and growing. Our small team believes deeply in fostering individual ownership, iterative product development, and empathetic communication. There are many challenging problems to solve in this industry, and a huge opportunity for our software to make the global supply chain operate more effectively.

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