Senior Client Success Manager

Alloy is where you belong!

Alloy solves the identity risk problem for companies that offer financial products by enabling them to outpace fraud and confidently serve more people around the world. Banks 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

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. Alloy operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite twice a week, and remote employees onsite once a quarter. 

What you’ll be doing

As a Senior CSM role will own and deepen the client relationship with our top tier 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 expert. As Senior CSM, you will start building relationships with the clients and remove roadblocks work with the client on strategy as they work through implementation with your colleagues in Professional Services. 

In addition to the above, your day to day will include:

• Conducting market research and identify upsell opportunities to expand existing relationships with mid-market and enterprise level customers in the fintech and banking industries.  
• Partnering with business development to close that revenue.  
• Collecting and analyze data on customer preferences, needs to identify potential markets within financial services and factors affecting platform demand.
• Preparing reports of findings in furtherance of identifying potential customers and developing go-to-market plans with business development and marketing.  
• Measuring the effectiveness of existing marketing programs and strategies, and collaborate with marketing to create and publish case studies, host client-oriented webinars and knowledge base material. 
• Seeking and providing information from existing portfolio to help Alloy determine their position in the marketplace for KYC/KYB/AML verification and fraud prevention. 
• Forecasting and tracking marketing and sales trends, analyzing collected data. 
• Managing day-to-day operational and long-term strategic business relationships, and monitor the health of the portfolio. 
• Act as the key point of contact for a portfolio of Alloy’s strategic and core clients (Banks and Fintechs).  Use knowledge of RESTful API to work with financial institution customers to ensure they are receiving the tools and support needed to implement and use Alloy’s financial technologies.  
• Meet with or video conference with portfolio of accounts on a regular basis, map the organization, conduct stakeholder engagement across the organization and be an expert in Alloy and the industry.  Promote adoption of Alloy’s products and services, and positioning Alloy to meet the current and future business requirements of their clients.  
• Making product recommendations, based on feedback from account portfolios, to Product in order to evaluate and integrate into the product roadmap.  
• Managing client escalations and communicate upcoming product changes and enhancements, using knowledge in KYC/CIP, AML, and fraud prevention programs, as well as RESTful API.  
• Leveraging experience in banking, financial services and fintech to prepare and deliver technical presentations that explain the Alloy product and solution to customers. 
•  Creating and conducting Quarterly Business Reviews (QBRs) and Strategic Business Reviews (SBRs) for portfolio of accounts with substantive value adds and strategy to grow the account, document success to date, review adoption and usage metrics, GDR and NDR retention metrics, align on executive priorities and provide adoption and usage recommendations.  
• Work cross-functionally with Product, Engineering, Data and Operations teams to dev