Customer Success Manager

About Us

Alembic is where top engineers are solving marketing's hardest problem: proving what actually works. If you're looking for frontier technical challenges at an applied science company, this is the place.

At Alembic, we're not just building software, we're decoding the chaos of modern marketing. Join Alembic to build trusted systems that Fortune 100 companies use to make multimillion dollar decisions.

We're backed by leading tech luminaries including WndrCo (founded by DreamWorks founder Jeffrey Katzenberg), Jensen Huang, Joe Montana, and many more.

We're hiring a Customer Success Manager to act as a trusted advisor to our Fortune 500 enterprise marketing customers. You will ensure they achieve measurable value and outcomes from Alembic while proactively identifying expansion opportunities and minimizing churn risk. This role reports to the Head of Customer Success and is based in San Francisco (Onsite).

What You'll Do

• Achieve or exceed customer retention targets, ensuring minimal churn

• Identify and drive expansion opportunities within accounts

• Develop strong relationships with key customer stakeholders

• Ensure timely onboarding and adoption milestones are met

• Maintain accurate customer health data in CRM and success tools

• Advocate for customer needs internally with Product, Sales, and Support

What Will Help You Succeed

• 4-6 years in Customer Success, Account Management, or similar client-facing roles in B2B SaaS or technology companies

• Proven track record of high retention and satisfaction

• Experience identifying and driving expansion opportunities

• Strong communication and interpersonal skills

• Proactive problem-solving mindset

• Organisational and time management skills

• Comfort with CRM and Customer Success tools

• Experience managing enterprise or strategic accounts in data, cloud, or AI contexts

• Background in consulting or implementation roles

• Familiarity with data platforms, cloud, or AI solutions

• Exposure to formal Customer Success frameworks such as Success Plans and QBRs

• Experience with enterprise data architectures or AI deployments

• Previous startup experience

• Familiarity with Python or scripting languages

• Experience working in marketing verticals

The role is right for you if:

• You're an experienced customer success professional ready to apply your expertise to cutting-edge AI technology. This role offers the opportunity to drive meaningful outcomes for Fortune 500 marketing teams.

• You want to build something that is both relationally challenging and solves a real customer need. You want a role with major upside that tackles a massive market opportunity.

Why You Might Be Excited About Alembic

• High-impact deals with elite clients: You'll support breakthrough technology implementations at Fortune 100 companies making multimillion-dollar marketing decisions - relationships that matter and clients that move the industry

• Product that sells itself: You're not managing struggling implementations - you're ensuring success with 10-100x performance improvements that make customers say "how is this possible?"

• First-mover advantage: You'll be supporting something that's never existed before, giving you a massive competitive edge in every customer conversation

• Significant upside: Early-stage equity opportunity with proven product-market fit and enterprise traction

Why You Might Not Be Excited

• You prefer supporting established, commoditized products with well-defined playbooks over breakthrough technology that requires consultative customer success

• You want fully built-out customer success processes rather than helping define and refine our customer experience approach

• You prefer static account management over dynamic opportunities that adapt to market feedback and your strengths