Customer Success Manager

About Alembic

Alembic applies cutting-edge algorithms and composite AI solutions to provide a new approach for marketing data analytics. Unlike tools that only provide correlation, only Alembic provides true causation, giving organizations across sector and industry the ability to quantify the value of every marketing activity and maximize future marketing investments. We're backed by leading tech luminaries and innovators including WndrCo, founded by DreamWorks founder Jeffrey Katzenberg, Jensen Huang, Joe Montana, and many more.

About the Role

We're seeking a highly skilled and experienced individual to join our Sales & Marketing team as a Customer Success Manager. As a critical member of our team, you'll enable successful customer onboarding by managing the technical deployment and integration of the Alembic platform, ensuring customers have a fully functional system that meets their requirements and sets the foundation for long-term success.

This role is crucial in powering the success of our customers and the growth of our company by transforming sales promises into technical realities.

What You'll Do

• Lead implementation projects for enterprise-level B2B SaaS companies, ensuring smooth onboarding and successful adoption of Alembic's solutions

• Develop and maintain implementation plans, timelines, and resources to complete projects on or ahead of schedule

• Ensure data integrations function correctly and meet customer requirements

• Create comprehensive documentation that enables efficient knowledge transfer

• Act as a liaison between customer success, engineering, and product management teams to ensure alignment and efficient execution

• Develop scalable, repeatable processes that reduce time-to-value for new customers

• Facilitate smooth transitions from implementation to ongoing customer success

• Conduct regular check-ins with clients to address any concerns or roadblocks

• Monitor and report on key metrics and KPIs for implementations

Growth Opportunities

• Implementation Methodology: Develop and refine our implementation methodology to drive faster time-to-value for our enterprise clients

• Cross-functional Leadership: Become a key player in bridging the gap between customer success and product development

• Process Optimization: Create innovative approaches to streamline the implementation process and enhance customer satisfaction

What Will Help You Succeed

Must-Haves

• 7+ years of experience in technical implementation, solutions engineering, or similar customer-facing technical role

• Demonstrated project management skills with ability to manage multiple concurrent implementations

• Strong troubleshooting abilities for technical implementation challenges

• Excellent communication skills for coordinating with both technical and non-technical stakeholders

• Proven track record of delivering technical solutions on schedule

• Methodical, detail-oriented approach with strong documentation habits

Should-Haves

• Experience with analytics platforms, data warehousing, or marketing technology systems

• Knowledge of data integration methodologies and ETL processes

• Background in SaaS implementation

• Ability to create process improvements that enhance efficiency

• Experience coordinating with engineering teams for complex integrations

• Understanding of user authentication and permission management systems

Nice-to-Haves

• Experience specific to marketing analytics or media measurement platforms

• Technical certifications in relevant systems or methodologies

• Experience with project management tools 

• Background in a marketing or advertising technology environment

• Change management experience

• Customer training experience

• Previous role involving customer success transitioning

Hiring Process

We view hiring as a two-way conversation. We also believe speed is paramount in delivering a great candidate experience. We focus on getting to know who you are, what you want to do, and how you do your best work. We know you're busy, so we like to move through it as quickly as you like, suited to your schedule. We'll ask you to introduce us to references at offer stage.

Why You Might Be Excited About Alembic

• You want to build something that is both technically challenging and solves a real customer need

• You are a serial startup builder or want to earn growth stage experience

• You want to work where you can take a big swing at building something big while maximizing your personal growth

Why You Might Not Be Excited

• You prefer company practices with 100% built out process for every little detail

• You prefer static over dynamic. Projects, priorities, and roles will adapt to your skill set and your goals

• You don't enjoy the pace and adaptability required in an early-stage environment

We'd love to share more with you. If you want to learn more about Alembic or this role, please let us know of your interest.