Senior Customer Success Manager

Senior Customer Success Manager

Location: Chicago, IL — Hybrid, with regular onsite time at customer sites in the Chicago area

Alembic is the pioneering Causal AI platform. We help the world's largest enterprises move past correlation to prove what actually drives business outcomes — the question marketing and growth teams have never been able to answer with confidence. Fortune 100 companies including Nvidia, Delta Air Lines, and Mars use Alembic to make multimillion-dollar decisions on trusted, causal evidence.

We're backed by a $145M Series B from WndrCo (founded by Jeffrey Katzenberg), Jensen Huang, Joe Montana, Prysm Capital, and Accenture. Our models run on our own NVIDIA DGX SuperPOD built on Grace Blackwell infrastructure — one of the fastest private supercomputers in the world.

About the Role

We're hiring a Senior Customer Success Manager in Chicago to own the technical deployment and integration of the Alembic platform for our enterprise customers. You'll turn sales promises into technical reality: a fully functional system that meets the customer's requirements and sets the foundation for a long relationship.

Causal analysis is only as good as the data going into it, so the quality of your implementation directly determines whether a Fortune 100 marketing organization trusts what our models tell them. Time-to-value is the number that matters, and you'll own it.

The seat is in Chicago because a concentration of our most strategic enterprise accounts is here. Kickoffs, data workshops, and go-live moments go materially better in person, and you'll be close enough to do them that way.

What You'll Do

• Lead implementation projects for enterprise B2B SaaS customers, ensuring smooth onboarding and successful adoption of Alembic's platform.
• Develop and maintain implementation plans, timelines, and resourcing so projects land on or ahead of schedule.
• Ensure data integrations function correctly and meet customer requirements — the integrity of every downstream causal result depends on it.
• Create documentation comprehensive enough to enable real knowledge transfer, internally and to the customer.
• Act as the liaison between customer success, engineering, and product management to keep everyone aligned and moving.
• Build scalable, repeatable processes that cut time-to-value for every new customer after this one.
• Run regular check-ins with clients to surface concerns and clear roadblocks before they become escalations.
• Monitor and report on implementation metrics and KPIs, and facilitate clean handoffs from implementation to ongoing customer success.

What Will Help You Succeed

Core Skills

• 5–8+ years in enterprise implementation, technical account management, solutions consulting, or technical customer success at a B2B SaaS, data, cloud, or AI company.
• A track record owning enterprise onboarding end to end — from kickoff through go-live — with named references you're proud of.
• Real comfort with data integration mechanics: APIs, ETL/ELT pipelines, cloud warehouses (Snowflake, BigQuery, Redshift), file-based transfer, and troubleshooting a broken feed without escalating on day one.
• SQL fluency; Python or scripting is a plus.
• Project management discipline — you can hold a multi-workstream plan and a skeptical executive stakeholder at the same time.
• Clear written and verbal communication with both engineers and C-level stakeholders.

Preferred Qualifications

• Experience with marketing and advertising data — CRM, marketing automation, ad platforms, ad servers, DSPs, web and app analytics, or media spend files. Knowing why a media taxonomy is never clean is a genuine advantage here.
• Background at a martech, measurement, or analytics vendor, or inside a large advertiser's or agency's data function.
• Familiarity with enterprise procurement, security review, and data governance processes.
• Startup or high-growth experience where you built the process rather than inherited it.
• Experience mentoring or setting standards for other implementation staff.

Growth Opportunities

• Implementation methodology: Develop and refine the methodology that drives faster time-to-value across all of our enterprise clients.
• Cross-functional leadership: Become a key connector between customer success and product development, with real influence on what gets built.
• Process optimization: Design the approaches that streamline implementation and raise customer satisfaction — and own them as we scale.

The Role Is Right For You If

• You get real satisfaction from the moment a hard integration finally runs clean and a customer sees their own data answer a question they couldn't answer before.
• You want to build the implementation function, not just work inside one — and you'd rather have the pen than the ticket queue.

Why You Might Be Excited About Alembic

• You own whether it works: Implementation isn't downstream of the value here — it is the value. Causal results are only as trustworthy as the data foundation you build.
• Elite customers, real stakes: You'll onboard Fortune 100 companies making multimillion-dollar marketing decisions, and work directly with the executives who make them.
• Build the function: You'll define the implementation methodology at a Series B company that's still writing its playbook, and see your process applied to every customer after yours.
• A product worth deploying: Causal AI running on our own NVIDIA DGX SuperPOD, doing something no attribution model has done before — customers are genuinely excited when it goes live.
• Series B momentum, real ownership: Meaningful equity at a Series B company that's raised $145M, with proven product-market fit and enterprise traction.

Why You Might Not Be Excited

• This is implementation, not account management. If you want a renewal number, a QBR calendar, and an expansion quota, this isn't that role.
• You want a mature, documented onboarding process to execute against. Ours is partly built, and you'll be finishing it while running live projects.
• You'd rather hand data problems to engineering than get into the pipeline yourself. Here you'll be close to the data, often before it's clean.
• You want a fully remote role. The in-person time with customers is deliberate.