Customer Success Manager

Alloy.ai

Senior Customer Success Manager at Alloy.ai managing a diverse portfolio of SMB and Mid-Market customers. Engaging in value-driven customer interactions and scaling customer success initiatives while ensuring measurable outcomes.

Posted 7/13/2026full-timeVancouver • 🇨🇦 CanadaJuniorMid-Level💰 CA$82,500 - CA$110,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SaaS Customer Success with a focus on managing customer portfolios, driving retention and expansion, and improving processes for scalable success. Strong analytical skills and relationship-building capabilities are essential for translating customer feedback into actionable insights.

Highest-signal resume keywords

SaaS Customer Success ExperienceAnalytical And Problem-Solving SkillsProject Management AbilitiesCustomer Journey MappingRenewals And Expansions Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Journey MappingProcess ImprovementData AnalysisAccount ManagementRenewal ManagementBusiness Value ReviewsAutomated ProcessesAnalytical SkillsProject ManagementCustomer Success Models

Soft Skills

Relationship-Building SkillsProblem-SolvingOrganizational SkillsCommunication SkillsOwnership Mindset

Tools & Technologies

Alloy.aiCustomer Management ToolsTraining ProgramsPlaybooks

Industry Keywords

SMBMid-MarketCPGSupply ChainStakeholder Engagement

About the role

Key responsibilities & impact

Manage a portfolio of 15–30 SMB/Mid-Market customers (<$500M in revenue), serving as the primary point of contact from onboarding through renewal and growth.
Support executive stakeholders (VP to C-level) to achieve fast, measurable outcomes with Alloy.ai through scalable, value-driven engagements.
Monitor account health, manage by exception, and focus efforts where they will have the highest impact.
Drive retention and expansion through business value reviews, renewals, and growth-focused conversations.
Conduct and deliver analysis in Alloy, helping customers turn insights into repeatable, automated processes.
Identify and cultivate customer advocates, partnering with Marketing to capture success stories, case studies, and references.
Improve processes, playbooks, and tooling to support scaled customer management without sacrificing quality.
Collaborate on building training programs, including self-serve onboarding and education to reduce manual support needs.
Act as the voice of the customer, gathering feedback and translating it into actionable requests for Product and Engineering.

Requirements

What you’ll need

2+ years of experience in SaaS Customer Success, consulting, or other analytical, client-facing roles.
Strong analytical and problem-solving skills, with the ability to link technical details to business outcomes.
Proven project management abilities with excellent organization, follow-through, and work ethic.
Comfortable managing multiple customer journeys at once, with a focus on scalable success and driving business results.
Skilled at quickly diagnosing customer issues, resolving them efficiently, and returning to broader portfolio management.
Passionate about improving processes and workflows to create repeatable customer success models.
Strong relationship-building skills across various personas, from day-to-day users to executive sponsors.
Experience managing renewals and expansions, ideally at scale.
An ownership mindset demonstrating drive, initiative, energy and a sense of urgency.
Nice to have: CPG or supply chain experience, customer journey mapping, or process improvement expertise.
Senior Customer Managers or Team Leads would need to have additional experience demonstrating ability to coach and scale teams.

Benefits

Comp & perks

Flexible Vacation – We trust our team to take the time they need to recharge and perform at their best
RRSP Matching Program – Helping you invest in your long-term financial future
Weekly Team Lunches – Regular opportunities to connect, collaborate, and build relationships across the team
Professional Development Budget – Dedicated resources to support your growth, whether through courses, certifications, or other learning opportunities
Monthly Transit Reimbursement - Covering your commute to make getting to the office seamless and stress-free
Paid Parental Leave - Dedicated time off to focus on your family during one of life’s most important transitions