Senior Client Success Manager, Commercial

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.

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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. 

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.

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 level customers owning retention metrics such as GDR and NDR and running strategic business reviews
• Experience serving the fintech sector preferred, or another highly regulated industry
• Previous working knowledge in KYC/CIP, AML, fraud prevention and other compliance programs strongly preferred
• Self-motivated, analytical, and ambitious with an entrepreneurial spirit and are endlessly curious about our product and industry
• Ability to multitask and work in a dynamic, fast-growing environment
• Located in NYC Metropolitan area and excited to come into the office twice a week

We're a lean team, so your impact will be felt immediately, and opportunities will grow as the company scales up. If this all sounds like a good fit for you, why not join us?

Alloy is committed to fair and equitable compensation practices. Below is the anticipated starting base compensation range for this role; however, pay may vary depending on job-related knowledge, in-demand skills, relevant experience, and/or geography. In addition to a competitive base salary, this position is also eligible for equity awards in the form of stock options (ISOs) as well as a competitive total benefits package. Your recruiter will be happy to walk you through the details and what compensation could look like for you specifically!

This position has a salary range of $140,000 to $165,000 with additional variable compensation.

• Unlimited PTO and flexible work policy
• Employee stock options
• Medical, dental, vision plans with HSA (monthly employer contribution) and FSA options
• 401k with 100% match up to 4% of annual employee compensation 
• Eligible new parents receive 16 weeks of paid parental leave 
• Home office stipend for new employees
• Annual Learning & Development annual stipend
• Well-being benefits include access to ClassPass, OneMedical, and Spring Health 
• Hybrid work environment: our employees local to NYC are expected to work Tuesdays and Thursdays from our HQ in Union Square, Manhattan. Tasty lunches catered from a variety of local restaurants and frequent employee-organized cultural events contribute to our positive office energy. On Monday/Wednesday/Friday most employees Zoom into work from home while some take advantage of the quieter office.

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Alloy is proud to be an equal-opportunity workplace and employer. We’re committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or veteran status. We are committed to an inclusive interview experience and provide reasonable accommodations to applicants with visible and invisible disabilities. We encourage applicants to share needed accommodations with their recruiter.

All Alloy jobs are listed on our careers page. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with an alloy.com email address. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information during the recruiting process. If you’re ever unsure, please contact us directly via our website before sharing personal information.