Mid-Market Account Manager

What you’ll be doing
As 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.