Senior Client Success Manager, Enterprise

$150,000 - $180,000/Yr

Alloy - New York, NY

Full-time - Mid Level

New York, NY

Personal and Laundry Services

About the position

The Senior Client Success Manager at Alloy is responsible for managing and deepening relationships with high-priority enterprise accounts in the banking and fintech sectors. This role focuses on ensuring client success through strategic advisory, retention metrics management, and proactive engagement to mitigate churn and identify growth opportunities. The position requires strong interpersonal skills, business acumen, and domain expertise in compliance and fraud prevention, making it essential for the company's mission to help clients onboard customers while minimizing fraud risk.

Responsibilities

• Own, manage, and grow a portfolio of high-priority accounts.
• Act as the lead strategic advisor for clients, guiding them through a client maturity plan.
• Proactively manage accounts with regular meetings and stakeholder engagement.
• Own key retention metrics such as Gross Dollar Retention (GDR) and Net Dollar Retention (NDR).
• Identify cross-sell opportunities and collaborate with sales to close revenue.
• Proactively identify churn risks and work with cross-functional teams to mitigate them.
• Identify gaps in client usage and collaborate with technical teams to enhance consumption.
• Lead and present quarterly executive business reviews with tailored content and actionable items.
• Monitor client health and take appropriate actions when necessary.
• Attend industry conferences to network and build relationships.
• Collaborate with product teams to inform future roadmap decisions based on client feedback.

Requirements

• 4+ years of experience in Enterprise SaaS Account Management, Sales, or Client Success with strategic customers.
• Proven track record of owning retention metrics such as GDR and NDR.
• Experience in the fintech or banking sector, or another highly regulated industry.
• Knowledge of KYC/CIP, AML, fraud prevention, and compliance programs is preferred.
• Familiarity with RESTful APIs is preferred.
• Strong interpersonal, organizational, time-management, and prioritization skills.
• Self-motivated, analytical, and ambitious with an entrepreneurial spirit.
• Ability to multitask in a dynamic, fast-growing environment.
• Analytical acumen to derive insights from data that align with client goals.

Nice-to-haves

• Experience in a rapidly growing startup environment.
• Passion for improving digital financial services and the identity landscape.

Benefits

• Unlimited PTO and flexible work policy
• Employee stock options
• Medical, dental, vision plans with HSA and FSA options
• 401k with 100% match up to 4% of annual employee compensation
• 16 weeks of paid parental leave for eligible new parents
• Home office stipend for new employees
• Learning & Development annual stipend
• Well-being benefits including access to OneMedical and Headspace