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Lead strategic enterprise customer engagements from kickoff through renewal. Build executive relationships, support implementation and onboarding, deliver analytical business-value reviews, train core users, identify expansion opportunities, and act as the customer’s internal advocate. Partner cross-functionally with Sales, Engineering, Product, and Marketing to improve customer outcomes and product direction. Coach other Customer Success Managers while managing multiple projects in a fast-paced hybrid environment.

Lead strategic enterprise customer engagements from implementation through renewal. Serve as the primary customer contact, support onboarding and training, deliver analytical business-value reviews, drive adoption and expansion, manage executive relationships, gather product feedback, and mentor Customer Success Managers. The role requires strong analytical, consultative, project-management, relationship-building, and communication skills in a hybrid Washington, DC environment.

Lead strategic enterprise customer engagements from kickoff through renewal. Build executive relationships, support implementation and onboarding, train core users, deliver ROI-focused analysis, conduct business reviews, identify expansion opportunities, and act as the internal voice of the customer. Partner cross-functionally with Sales, Engineering, Product, and Marketing while mentoring Customer Success Managers and helping customers improve supply chain decision-making.

Build, maintain, and improve data integrations that extract, transform, and load retailer data into standardized schemas. Collaborate with engineering, Product, and Client Solutions teams to expand the data platform, improve reliability, monitor outages, and develop new integration capabilities. Work with data pipelines, cloud infrastructure, supply chain concepts, APIs, web scraping, browser automation, and EDI.

Provides Tier 2 and Tier 3 technical support for SaaS customers, investigating complex data, configuration, and pipeline issues to identify root causes and permanent fixes. Responsibilities include ticket triage, data investigation, AI-assisted troubleshooting, knowledge-base improvement, customer onboarding, training, documentation, and cross-functional collaboration. The role also helps improve Alloy’s AI support assistant and uses recurring customer issues to drive product and process enhancements.

Leads hands-on content and product marketing across positioning, messaging, competitive narrative, customer proof, SEO/AEO content, organic social, email nurture, sales enablement, and campaign creative. Writes and edits high-converting content, directs AI-assisted workflows using Claude, develops memorable brand campaigns, and collaborates closely with the VP of Marketing in a lean B2B SaaS environment.

Develop and execute content and product marketing across positioning, messaging, customer proof, SEO/AEO, organic social, email nurture, sales enablement, and campaign creative. Write high-converting content, direct social and video concepts, refresh the content library, and use Claude Cowork to improve quality and output. Collaborate closely with the VP of Marketing and performance marketer in a lean, fast-moving B2B SaaS environment.