Senior Customer Success Manager

Allego; Waltham (MA); Hybrid; USD 96,000 - 144,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Unlimited vacation

Paid parental leave

401(k) with company matching

Stock options

HRA & FSA

Job summary

Allego is a rapidly growing SaaS technology company in the Boston area, creator of the Revenue Enablement Platform. The Senior Customer Success Manager – Adoption drives post-implementation adoption for enterprise customers, aiming to expand usage, renewals, and ROI.

This role requires strong relationship management, project management, and consultative selling to leverage the Allego Blueprint across organizations. Hybrid work option may apply, with remote candidates considered.

Qualifications

• 6+ years in a fast paced SaaS client services role with relationship management and expansion of customer adoption.
• Strong project management background in a client relations/ account management environment using a consultative approach.
• Self-motivated, proactive team player with ideas to drive client loyalty, retention, and expansion.
• Excellent presentation, written and oral communication skills.
• Strong interpersonal skills and experience building positive relationships.
• Highly organized with the ability to manage multiple projects and set expectations.
• Experience with Google Suite, ChurnZero, Salesforce, and Microsoft Office is a plus.

Responsibilities

• Ensure smooth transition from Implementation to Adoption in partnership with the Implementation CSM.
• Define a customer roadmap for deploying future use cases leveraging Allego Blueprint.
• Act as trusted advisor guiding customers through expanded use of Allego features to ensure ROI.
• Execute proactive outreach to review usage and opportunities for expansion.
• Translate business requirements into product enhancements through collaboration with Product Management.
• Build relationships with key decision makers to align business goals with project execution.
• Support renewal processes and collaborate on Business Reviews for your portfolio.
• Coordinate internal escalation of at-risk customers with CS Leadership, Sales, and Product.

Skills

Relationship management

Project management

Presentation skills

Communication

Organizational skills

Team player

Client services

Tools

Salesforce

ChurnZero

Google Suite

Microsoft Office

Job description

Allego is a rapidly growing SaaS technology company in the Boston area and creator of the market-leading Revenue Enablement Platform. Our technology helps Go-To-Market teams build the skills and access the knowledge they need to succeed in every selling situation.

Allego is the only revenue enablement platform to be named a Leader in both the Forrester Wave™ and the inaugural Gartner® Magic Quadrant™ for Revenue Enablement Platforms.

Not only are we growing quickly, but we’ve also been recognized as a top place to work by The Boston Business Journal, The Boston Globe, and Inc. Magazine. In addition, Selling Power named Allego one of the 50 Best Companies to Sell For in both 2025 and 2026.

What You'll Do at Allego:

The Senior Customer Success Manager – Adoption (SCSM) works with Allego's existing enterprise customers to drive expanded usage and adoption via the Allego Blueprint. This role is for someone who has strong relationship management skills, business discovery acumen, project management skills, is tech savvy, friendly, and values being part of an evolving, amazing team.

As a SCSM, you are ultimately responsible for the high touch post implementation services lifecycle of Allego customers through renewal and beyond.

The successful SCSM is driven by the unique opportunity to have a direct impact on the growth of the company. This is accomplished by working with customers after their implementation is complete to drive ongoing and expanded usage of the Allego platform.

The SCSM is able to sell and engage customers to leverage their existing Allego platform to support new processes and expand their use of Allego across the organization.

• Ensure a smooth transition from customer's Implementation to Adoption phase in partnership with the Implementation CSM.
• Define a customer roadmap for deploying future use cases leveraging the Allego Blueprint
• Using a consultative approach, serve as a trusted advisor to your portfolio of customers, repeatedly guiding them through the expanded use of the Allego blueprint incorporating best practices, new features and new use cases to ensure stickiness and ROI.
• Execute ongoing proactive outreach to clients in order to review usage, opportunities for use case expansion and assess overall level of satisfaction.
• Act as the product expert, customer advocate and liaison between your customers and Allego's Product Management team to translate business requirements into product enhancements.
• Build relationships with Project Leads, key decision makers and sponsors within customers, and drive alignment between their business goals and day-to-day execution of Project Team.
• Partner with the Allego AM to support the customer renewal process for your customer portfolio.
• Monitor and update customer account health via ChurnZero for portfolio of customers
• Coordinate the internal escalation of at-risk customers through partnerships with CS Leadership, Sales, Product, etc.
• Partner with CSD & Sales to flag any opportunities for expansion within customer portfolio.
• Partner with Sales to prepare for and deliver Business Reviews for your portfolio of customers
• Support achievement of company customer retention and expansion goals
• Special projects as assigned by Director of CS, Adoption

Experience You'll Bring to Allego:

• 6+ years in a fast paced, SaaS client services role that includes experience with ongoing relationship management and expansion of customer adoption. Revenue enablement industry experience is a plus.
• Strong project management background in a client relations/ account management environment using a consultative approach
• Self-motivated, proactive team player with innovative ideas to drive client loyalty, retention, and expansion.
• Excellent individual and group presentation, written and oral communications skills.
• Strong interpersonal skills and experience initiating and building positive relationships
• Strong organizational and time management skills with the ability to manage multiple projects simultaneously and set proper expectations
• Highly detail oriented and quality driven
• Ability to operate in an extremely fast paced and evolving start up environment while maintaining a positive attitude
• Proficient in Google Suite, ChurnZero, Salesforce.com and Microsoft Office (Outlook, Excel, Word, and PowerPoint) experience a plus

$96,000 - $144,000 base + 10% variable + equity

Allego offers a competitive, comprehensive benefits package, available to full-time employees on day one:

• Medical, dental, and vision coverage
• Unlimited vacation
• Paid parental leave
• Health Reimbursement Account (HRA)
• Flexible Spending Account (FSA)
• 401(k) with company matching
• Short & long-term disability, AD&D, and life insurance
• Allego stock options

*This position is posted as hybrid, however remote candidates may be considered.*

Allego’s Operating Principles are at the heart of our business. They are the fabric of our culture and central to our approach to work, our customers and each other. Interested in learning more? Read more here !

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Allego does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits. It is unlawful in MA to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.