Sr. Customer Success Manager

Allego 1; Waltham (MA); On-site; USD 96,000 - 138,000; Full time

Benefits offered by this job

Medical/dental/vision coverage

Unlimited vacation

Parental leave

HRA adoption program

FSA

401(k) with company matching

Disability & life insurance

Stock options

Job summary

Allego is seeking a Senior Customer Success Manager – Adoption to drive ongoing usage and expansion for enterprise customers after implementation. The role emphasizes relationship management, business discovery, and project leadership to ensure ROI and stickiness with the Allego Blueprint.

You will act as a product advocate, engage customers for expansions, and partner with Sales and CS to renew and grow the account portfolio in a fast-paced startup environment.

Qualifications

• 6+ years in a SaaS client services role with relationship management and expansion experience.
• Strong project management and consultative approach to drive adoption and ROI.
• Excellent presentation, written and oral communication skills with ability to build relationships.

Responsibilities

• Manage high-touch post-implementation lifecycle through renewal and expansion.
• Define customer roadmaps and deployment of future use cases leveraging the Allego Blueprint.
• Serve as trusted advisor to portfolio, guiding expansion and best practices.
• Outreach to review usage, identify expansion opportunities and assess satisfaction.
• Collaborate with Product, CS Leadership and Sales to translate requirements into enhancements and drive renewals.
• Prepare for and deliver business reviews with customers and internal stakeholders.
• Support retention and expansion goals with cross-functional alignment.

Skills

Relationship management

Project management

Consultative selling

Communication

Organization

Attention to detail

Tools

Google Suite

ChurnZero

Salesforce

Microsoft Office

Job description

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.

What you’ll do if you are a Senior Customer Success Manager - Adoption

• 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 asses 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, Saleforce.com and Microsoft Office (Outlook, Excel, Word, and PowerPoint) experience a plus

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

Compensation:

Base salary of $96,000 - $138,000 + 10% bonus target + equity