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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.

As a Senior Customer Success Manager, you'll autonomously manage a portfolio of mid-market and enterprise customers, enhancing relationships and ensuring measurable outcomes while collaborating with teams on implementations and scalability projects.

As a Senior Customer Success Manager, you will manage a portfolio of Mid-Market and Enterprise customers, ensuring their success through onboarding, implementation, and relationship management. You'll drive measurable outcomes, identify opportunities for expansion, and provide valuable insights to influence product development.

The Mid-Market Account Executive will develop customer relationships and manage sales pipelines for companies with $100M - $500M revenue, achieving quarterly quotas and collaborating cross-functionally.