Customer Success Manager - North America

Alguna; New York (NY); Sur place; USD 90 000 - 130 000; Plein temps

Résumé du poste

Alguna in New York is seeking a customer success professional to own customers end-to-end, guiding them from kickoff through onboarding, adoption, and renewal. You’ll ensure quick value realization across pricing, quoting, and billing workflows, and act as the voice of the customer within the company.

You will build trusted partnerships with Finance, RevOps, Sales, and Engineering, develop scalable success motions, and drive faster time-to-value with templates, playbooks, and self-serve

Qualifications

• From kickoff to renewal/expansion, own the customer journey end-to-end.
• Help customers implement Alguna quickly and realize value in pricing, quoting and billing workflows.
• Represent the voice of the customer to product/engineering with clarity and urgency.
• Collaborate with Finance/RevOps/Sales/Engineering to build trusted partnerships.
• Develop scalable success motions: playbooks, health scoring, onboarding templates, and self-serve enablement.
• Triaging issues and coordinating cross-functionally to keep customers informed.

Responsabilités

• Own customers end-to-end from kickoff to renewal/expansion.
• Drive time-to-value and ensure quick adoption of Alguna across workflows.
• Be the internal advocate for customer needs with product and engineering.
• Partner with cross-functional teams to unblock customers and improve the product.

Connaissances

RevOps

Sales alignment

Customer advocacy

Relationship management

AI enablement

Description du poste

Who you are

• You like living in the messy middle of revenue workflows: Pricing, quoting, billing, renewals, approvals, exceptions, “special deal terms”… you don’t get scared when it’s complicated.
• You can understand the needs of different company functions: You’re fluent enough with Finance/RevOps (accuracy, controls, auditability) and Sales (speed, flexibility, closing deals) to keep everyone aligned.
• You’re calm when the numbers matter: When money, invoices, or customer trust is involved, you’re detail-oriented, structured, and you don’t hand-wave.
• You’re a strong project driver: You can run implementations with clear plans, owners, and timelines without turning it into heavy process.
• You’re technical in the practical way: You can reason about integrations, APIs, data flows, and “where the source of truth lives” well enough to unblock customers and work tightly with engineers.
• You have a sharp ear for signal: You can turn scattered feedback (“this feels off”) into an actionable problem statement and a concrete next step.
• You’re relationship-forward but outcome-driven: You build trust with stakeholders and you push toward measurable wins (faster deal cycles, fewer billing issues, cleaner ops).
• You’re a builder of leverage: You turn repeated customer asks into playbooks, docs, templates, and product feedback so each new customer goes live faster than the last.
• You use AI to move faster: You use AI tools to synthesize calls, draft crisp comms, build enablement, and spot patterns across accounts—without losing judgment or empathy.

What the job involves

• Own customers end-to-end (the fun kind): From kickoff → onboarding → adoption → renewal/expansion. If a customer is stuck, you’re on it.
• Drive time-to-value: Help customers implement Alguna quickly and see impact early across pricing, quoting, and billing workflows.
• Be the voice of the customer internally: Bring insights, pain points, and feature requests back to product/engineering with clarity and urgency.
• Build relationships and trust: Work with Finance/RevOps/Sales/Engineering stakeholders and become a reliable partner, especially when things are complex.
• Create scalable success motions: Playbooks, health scoring, onboarding templates, and self-serve enablement that makes every customer easier to support than the last.
• Partner cross-functionally: Work closely with sales, product, and engineering to unblock customers, prioritize fixes, and improve the product.
• Handle issues with urgency: Triage problems, coordinate internally, and keep customers informed until resolution.

What success looks like

• Customers get to value quickly and confidently rely on Alguna for critical revenue workflows
• Renewals are smooth because outcomes are clear and trust is high
• Common issues turn into product improvements, docs, and playbooks
• The customer success motion becomes more efficient and scalable over time