About the teamAs a Mid-Market Account Manager, you'll join Alloy's Client Success organization, helping a broad portfolio of mid-market customers maximize the value they receive from the Alloy platform. Working cross-functionally with Sales, Product, Support, and our technical teams, you'll play a key role in driving customer retention, growth, and long-term success.
Alloy operates in a hybrid-work environment. We look to foster collaboration and community by having our local employees onsite three days a week.
What you'll be doingAs an Account Manager, you'll own a high-volume portfolio of mid-market customers to help them maximize value from the Alloy platform. You'll serve as the primary commercial point of contact, driving adoption, retention, renewals, and long-term growth through scalable customer engagement and repeatable success programs. Success in this role requires a customer-first, commercially minded approach, sound judgment in prioritizing competing customer needs, deep product expertise, and the ability to execute repeatable customer success motions that drive consistent outcomes across a large portfolio.
Key responsibilities include:- Own and manage a large portfolio of mid-market customer accounts, maintaining a strong understanding of customer goals, account health, product adoption, and renewal timelines.
- Prioritize customer engagement based on account health, lifecycle stage, product usage, commercial opportunity, and business impact to maximize customer outcomes across your portfolio.
- Execute repeatable account management plays and scalable customer engagement programs rather than bespoke account plans, ensuring customers receive the right guidance at the right stage of their journey.
- Drive product adoption by delivering customer education, sharing best practices, promoting new features, and connecting customers with Alloy's self-service resources.
- Partner with customers to help them realize ongoing value from the Alloy platform throughout their lifecycle.
- Own the commercial renewal process, proactively managing renewal readiness and mitigating retention risks.
- Monitor customer health and usage trends to identify risks, proactively re-engage customers, and improve retention outcomes.
- Identify opportunities to expand customer value through additional products and platform capabilities, partnering with Sales on commercial opportunities where appropriate.
- Coordinate with Technical and Product teams to ensure customers receive the resources and support they need for success.
- Build trusted relationships with customer stakeholders while serving as their primary commercial advocate within Alloy.
- Surface customer feedback and market insights that help improve the customer experience and influence future product development.
Who we're looking for- 3+ years of experience in SaaS Account Management, Customer Success, or a related customer-facing commercial role.
- Experience managing customer renewals, retention, and account growth within a portfolio environment.
- Strong relationship management, communication, and organizational skills.
- Ability to manage multiple priorities across a high-volume book of business.
- Analytical mindset with the ability to interpret customer usage data and identify opportunities or risks.
- Experience in fintech, financial services, fraud prevention, identity, compliance, or another regulated industry is preferred.
- A collaborative, customer-first approach with a passion for helping customers achieve measurable business outcomes.
- Self-motivated, adaptable, and comfortable working in a fast-paced, high-growth environment.
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 $130,000-150,000 with additional variable compensation.
Benefits and Perks- 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, UrbanSitter, and Spring Health
- Hybrid work environment: our employees local to NYC are expected to work Tuesdays through 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/Friday most employees Zoom into work from home while some take advantage of the quieter office.
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