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Alloy is an AI-powered identity and fraud prevention platform serving over 900 financial institutions and fintechs. As a Mid-Market Account Manager, you'll join the Client Success organization managing a high-volume portfolio of mid-market customers to maximize their value from the Alloy platform.
You'll serve as the primary commercial point of contact for your customer portfolio, driving adoption, retention, renewals, and long-term growth through scalable engagement programs. Key responsibilities include owning and managing a large book of mid-market accounts while maintaining deep understanding of customer goals, account health, product adoption, and renewal timelines. You'll prioritize customer engagement based on account health, lifecycle stage, product usage, and commercial opportunity to maximize outcomes across your portfolio.
You'll execute repeatable account management plays and scalable customer engagement programs rather than bespoke plans, ensuring customers receive appropriate guidance at each lifecycle stage. This includes driving product adoption through customer education, sharing best practices, promoting new features, and connecting customers with self-service resources. You'll own the commercial renewal process, proactively managing renewal readiness and mitigating retention risks by monitoring customer health and usage trends.
You'll identify expansion opportunities through additional products and platform capabilities, partnering with Sales on commercial opportunities where appropriate. Cross-functional collaboration is essential—you'll coordinate with Technical, Product, and Support teams to ensure customers receive necessary resources for success. You'll build trusted relationships with customer stakeholders while serving as their primary commercial advocate within Alloy, and surface customer feedback and market insights to improve the customer experience and influence product development.
The role requires 3+ years of SaaS Account Management, Customer Success, or related customer-facing commercial experience, with demonstrated success managing customer renewals, retention, and account growth in a portfolio environment. You'll need strong relationship management, communication, and organizational skills, with the ability to manage multiple priorities across a high-volume book of business. An analytical mindset to interpret customer usage data and identify opportunities or risks is essential. Experience in fintech, financial services, fraud prevention, identity, compliance, or regulated industries is preferred. You should be self-motivated, adaptable, and comfortable in fast-paced, high-growth environments with a collaborative, customer-first approach.
About Alloy
Fintech; Legal / Compliance / Risk — identity decisioning and fraud prevention for financial services.
