Customer Success Manager

Who You Are

Be Curious
We ask questions, seek to understand others, and stay curious about the problems we solve. Curiosity fuels creativity and innovation - and helps us build better solutions.

Customer First
We put people at the center of what we do - listening with care, acting with empathy, and going the extra mile to support those we serve. Customer First means understanding the needs of anyone we impact - whether that’s a customer, a coworker, or an end user - and doing right by them.

Own the Outcome
We take initiative and do what it takes to deliver results. With resourcefulness and resolve, we overcome obstacles, follow through on our commitments, and hold ourselves accountable - because each of us is empowered to make an impact.

About Alchemer

Founded in 2006, Alchemer is a powerful survey and data insights platform that empowers business professionals to make informed decisions. As SaaS application software, it offers user-friendly data collection tools for understanding customers, markets, and employees in real time and communicating this information across an organization. It provides data insights in over 100 countries, with 50K new surveys created and 5M responses collected every week.

Alchemer has tremendous opportunity to continue this growth, based on current market size and the potential for more sophisticated product positioning and a robust sales and marketing engine. Details on Alchemer’s products and services can be found on our website (www.alchemer.com).

How you will spend your days as a Customer Success Manager:

• Manage a large portfolio of Alchemer customers through a one-to-many model, guiding customers through adoption, value realization, renewal, and growth.
• Hold around 10 customer meetings each week, focused on renewals, at-risk accounts, and growth opportunities. Engage the rest of your book through campaigns and targeted outreach.
• Own the full renewal process for your book: proactive outreach, value-based renewal conversations, contract execution, and accurate forecasting against your targets.
• Spot risk early using adoption, usage trends, health scores, and customer feedback, then act quickly to protect the renewal.
• Uncover and close expansion opportunities by understanding customer goals, partnering with Sales on larger or more complex deals.
• Engage customers at scale through a mix of live conversations, digital campaigns, and targeted outreach.
• Run business reviews with priority accounts to reinforce value, align on success, and plan what’s next.
• Stay current on Alchemer’s products, features, and market trends to effectively educate customers and position solutions that align with their evolving business needs.
• Be the customer’s voice internally, partnering with Sales, Product, Support, and Marketing.
   

What you bring to this role:

• 2+ years’ experience in Customer Success, Account Management, Sales, or another customer-facing role where you were measured on results.
• Comfort juggling a high volume of accounts. You know how to prioritize, move fast, and keep things from slipping.
• Experience leading renewal or growth conversations. You see commercial outcomes as part of helping a customer succeed.
• Curiosity in discovery. You ask good questions, get to the root of the problem, and connect solutions to what the customer is trying to achieve.
• Organized, data-informed account management. You keep a clean up-to-date book and forecast honestly.
• Experience with, or a quick ramp, on tools like Salesforce and Gong. Bonus points if you already use AI tools in your day-to-day work.
• A coachable, growth-oriented approach: you seek feedback and want to build a career in Customer Success.

Compensation for this position includes an annual base salary of $70,000, annual commission potential of up to $30,000.

Alchemer provides a rich benefits package that includes health and disability coverages, an incredible 401(k) option that includes a per-payroll match and immediate vesting, unlimited time off and twelve paid company holidays.

Alchemer is taking applications for this position from candidates who are legally authorized to work in the US and do not require now, or in the future, immigration sponsorship for work authorization.

At Alchemer, we're committed to attracting, developing, and promoting a diverse workforce, and infusing DEI throughout all of our internal practices. By ensuring that everyone is able to bring a diversity of talents to work, we're increasingly capable of living out our mission in helping our clients. We encourage people from underrepresented backgrounds and all walks of life to apply. 

Don’t meet all the requirements? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification listed. Don’t let that stop you! We encourage you to apply if you have some of the requirements listed. You may bring qualities that we’re looking for in other areas. Building a diverse, inclusive, and customer centric workplace is important to us at Alchemer. If you’re excited about this role and your experience doesn’t perfectly align, we encourage you to apply anyway. Let’s talk!