{"id":735578,"url":"https://alion.io/job/trueloyal-customer-success-manager","title":"Customer Success Manager","company":{"id":688965,"name":"TrueLoyal","domain":"trueloyal.com","url":"https://alion.io/company/trueloyal","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Antonio, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-03-06T00:00:00Z","employer_posted_date":"2026-03-06","last_verified_at":"2026-11-12T04:31:46Z","board_verified":true,"closed_at":null,"days_open":251,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":250},"description":"The Customer Success Manager is the cornerstone of our client relationships, serving as a trusted advisor and long-term partner to our most valued accounts. This role goes beyond traditional account management - it demands a consultative, executive-level presence capable of building deep, enduring partnerships with senior stakeholders, aligning our solutions to clients' broader business and marketing strategies, and championing their success at every stage of the journey. The focus is on relationship depth, retention, growth, and expansion within assigned accounts, measured by Net Retention Rate and Churn.\nRequirements\nKey Responsibilities\nExecutive Relationship Building & Client Partnership\nServe as the primary strategic point of contact for assigned accounts, cultivating trusted, long-term partnerships at the executive level - including C-suite, VP, and Director stakeholders.\nDevelop a deep understanding of each client's business model, marketing goals, and organizational priorities, positioning yourself as an indispensable strategic advisor rather than a reactive support resource.\nBuild and maintain multi-threaded relationships across client organizations, identifying and nurturing internal Champions while earning the confidence of Economic Buyers and executive decision-makers.\nLead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) that go beyond product usage - connecting platform performance directly to clients' marketing outcomes and business objectives.\nStrategic Account Planning & Marketing Alignment\nDevelop tailored Success Plans and account strategies that map client marketing initiatives, campaign goals, and growth objectives to measurable outcomes powered by our platform.\nLeverage a thorough understanding of MarTech ecosystems, loyalty strategies, and digital marketing stacks to position our solutions as mission-critical to clients' marketing success.\nConduct in-depth account research and proactively surface insights, trends, and opportunities that enable clients to achieve greater marketing ROI and competitive advantage.\nCollaborate cross-functionally with internal Sales, Marketing, and Product teams to ensure client feedback informs go-to-market strategy and product development.\nRenewals & Retention\nOwn and manage the full renewal lifecycle for annual and multi-year subscription contracts, ensuring timely, smooth execution with a strong executive narrative tied to demonstrated value.\nDevelop and execute proactive retention strategies, identifying risk signals early and addressing client concerns with urgency, empathy, and a clear plan of action.\nDrive client engagement between renewal cycles, ensuring consistent value delivery that makes renewal a natural outcome rather than a negotiation.\nAccount Growth & Expansion\nIdentify and pursue upsell and cross-sell opportunities by understanding evolving client needs, marketing roadmaps, and organizational growth plans.\nConstruct and present compelling, data-driven business cases to executive stakeholders that clearly articulate the ROI of expanded platform adoption.\nPartner with clients to co-develop marketing strategies and use cases that deepen product utilization and drive measurable business impact.\nRequired Experience\n2-4 years of experience in Customer Success Management, Strategic Account Management, or a client-facing role serving enterprise-level customers.\nDemonstrated experience engaging and building relationships with executive-level stakeholders (VP, C-suite) within client organizations.\nProven track record of owning and exceeding retention, renewal, and expansion targets within a defined book of business.\nBackground in or strong working knowledge of marketing, MarTech, or digital marketing strategy - with the ability to speak credibly to marketing leaders about their priorities and challenges.\nExperience in the MarTech or SaaS industry, particularly platforms serving marketing, loyalty, or eCommerce functions (strongly preferred).\nConsistent work history demonstrating stability and long-term commitment (minimum 2-3 years in previous roles).\nKnowledge & Skills\nExecutive presence and polished communication skills - able to lead high-stakes conversations, present to senior audiences, and influence without authority.\nDeep understanding of marketing strategies, MarTech and eCommerce stacks, and how enterprise marketing teams measure success.\nProven ability to develop and deliver compelling business cases and strategic narratives tailored to executive audiences.\nStrong discovery, questioning, and active listening skills that uncover client needs and translate them into actionable success strategies.\nProficiency in account research, strategic planning, and the use of structured methodologies (QBRs, EBRs, Success Plans) to drive continuous improvement.\nFamiliarity with IT infrastructure and marketing technology organizational structures.\nEnthusiasm for and demonstrated ability to leverage AI tools to drive client delight and operational efficiency.\nA competitive drive and genuine passion for client success - a burning desire to win, together with your clients.\nPreferred Skills & Knowledge\nExperience in loyalty marketing, CRM strategy, or related marketing disciplines.\nFamiliarity with constructing and presenting ROI-driven business cases to C-suite and VP-level stakeholders.\nExperience collaborating with or presenting to marketing agencies or brand teams on behalf of a SaaS platform.\nBenefits\nThis role is perfectly suited for a proactive, strategic thinker who excels at building lasting relationships and delivering significant value to customers, ultimately contributing to business success. If you are passionate about customer success and possess the requisite experience and mindset to excel, we encourage you to apply!\nThe unique opportunity to work at a Best Places to Work in San Antonio, with customers around the world\n Premier Health Insurance plan with $0 deductible and $0 co-pay\n Dental and vision insurance plans\n Medical and dependent care flexible spending accounts\n Open PTO - we like to keep this simple...making time for life is important!\n 9 paid standard holidays each year in addition to open PTO\n 401(k) savings plan with Employer Matching\n Company-paid Life, AD&D, and Disability coverage\n A collaborative, entrepreneurial learning environment with a proven playbook\n Be part of a high-growth company revolutionizing customer loyalty\n Work with cutting-edge technology and innovative products\n Competitive salary, benefits, and growth opportunities\n Fun work atmosphere\n This Job Description indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties in addition to those described above.\nWe are proud to foster a workplace free from discrimination. We strongly believe diversity of experience, perspectives, and background lead to a better environment for our employees and a better experience for our users and our customers. We are an equal opportunity employer and do not discriminate against protected characteristics. We guarantee that all candidates will be given the same consideration.\n*No visa sponsorship is available for this position*","description_format":"text","description_chars":7360,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Growth opportunities","Health insurance","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Loyalty Programs","Marketing Automation"],"lifecycle":[{"event":"open","at":"2026-09-11T10:56:49Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.174,"p_room":0.28,"age_days":250,"expected_fill_days":30,"reasons":["conf:1","win:tail","crowd:"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/trueloyal-customer-success-manager","json_url":"https://alion.io/job/trueloyal-customer-success-manager.json","meta":{"generated_at":"2026-11-12T04:54:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":10715,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":688965},"rest":"https://alion.io/mcp/rest/get_company?id=688965"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftrueloyal-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ftrueloyal-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ftrueloyal-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/trueloyal-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftrueloyal-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":735578}},{"tool":"search_jobs","arguments":{"company":"trueloyal.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":735578},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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