Senior Client Success Manager, Commercial

Alloy is where you belong!

Alloy helps solve the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Over 600 of the world’s largest financial institutions and fintechs turn to Alloy to take control of fraud, credit, and compliance risk, and grow with the clearest picture of their customers.

Through our values: Be Bold, Get Scrappy, Collaborate, and Celebrate Our Differences, we are creating a workplace where you can grow, thrive, and belong. See how we’ve been continuously recognized and named one of Inc. Magazine’s Best Workplaces, Forbes America’s Best Startup Employers, Best Fintech to Work for by American Banker, year after year.

Check out our investors and read more about us here.

About the team

Alloy is the smart end-to-end identity risk solution for the financial services industry. We help companies in financial services or other regulated industries safely onboard more “good" customers without introducing any more fraud or risk into their systems. We partner with data sources used for identity and risk globally into a rules engine, allowing intelligent routing and orchestration of information through a single platform. 

The Client Success Team at Alloy is a passionate group of account managers dedicated to providing the highest quality of support for their clients with the mission of helping financial institutions to de-risk their business. 

What you'll be doing

You would join our Client Success team and assist with our rapidly growing and diverse customer base of banks and fintech companies across the world.

This CSM role will own and deepen the client relationship with our mid-market, high growth accounts, be responsible for SaaS retention metrics such as GDR (Gross Dollar Retention), NDR (Net Dollar Retention) of their portfolio, and proactively advise our clients on fraud and risk management as an Alloy expert. As a CSM, you will be a strategic partner to your clients and ensure success from Day 1 as they work through implementation with Professional Services to post go-live. You will own the relationship with the client during their tenure with Alloy to ensure that they are realizing tangible value from using Alloy, ensuring adoption and optimization, while finding opportunities to expand our commercial footprint.

Responsibilities

• Owning, managing and growing a portfolio of 25 accounts where you are the lead strategic advisor 
• Managing your portfolio of accounts with regular meetings, mapping the organization, engaging a variety of stakeholders, and being an expert in Alloy and our industry
• Supporting diverse client portfolio across various sizes, scales, and use cases 
• Troubleshooting client challenges and overseeing escalations to Support and Product
• Owning key retention metrics such as GDR and NDR for assigned accounts
• Identifying cross-sell opportunities and partnering with sales to close that revenue
• Flagging churn risk and partnering with cross-functional teams to mitigate churn
• Tracking gaps in client consumption and usage and partnering with technical account managers or solution architects to boost usage
• Leading strategic business reviews with tailored content, substantive value and actionable items
• Keep a tab on the client health of your portfolio and action when appropriate
• Attend industry conferences, network and build relationships in person 
• Work with product to inform future roadmap decisions based on direct and indirect client feedback

Travel

• We value building connections and fostering relationships with both our customers and each other. This role may require travel for support team members, to visit one of our offices or clients, as well as to participate in team-building activities and company events.

Who we’re looking for

Alloy is seeking to hire a candidate with strong strategic relationship management skills, excellent business acumen for Enterprise SaaS solutions, and demonstrable domain expertise in the banking/fintech/compliance/regulatory space.

• Strong interpersonal, organizational, time-management and prioritization skills
• 5+ years experience in Enterprise SaaS Account Management, Partnerships or Client Success working with strategic or enterprise le