Strategic Customer Success Manager

Do work that matters.  

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.    

Our core values drive us in our important mission of keeping people safe & informed: 

• We’re humans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless, Hard work pays off   

Our Strategic Customer Success Manager takes ownership of AlertMedia’s most complex and high-value customer relationships. They focus on a smaller number of enterprise accounts, but with significantly higher ARR, providing the highest level of strategic partnership. Working closely with our Executive and Senior Leadership Team, Implementation Team, Customer Support, Marketing, Product, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. The Strategic CSM approaches each relationship with a “partnership” mentality and employs a consultative and tailored approach to ensure each customer successfully meets their goals. Additionally, they possess mastery of the entire product and feature offering, with a deep understanding of the value drivers and positive business outcomes our customers can achieve.  
  
Who you are:    

You are an accomplished Strategic Customer Success Manager with proven success supporting Strategic —and ideally Strategic and Enterprise—customers, managing complex books of business upwards of $6M+ in annual revenue. You think strategically to drive adoption, retention, and expansion across high-value accounts. You are a thought leader in Strategic account management and enjoy partnering with colleagues to develop innovative, scalable strategies. You take a proactive, thoughtful 1:1 approach to Customer Success and value a true “we’re all in this together” mentality. 

What you get to do every day:     

• Serve as the primary strategic advisor to senior and executive stakeholders, aligning AlertMedia’s platform to customer risk management, business continuity, and organizational priorities 
• Own and execute short term and long-term success and expansion strategies for Strategic Enterprise accounts, including stakeholder mapping, success planning, and long-term value realization 
• Act as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and enterprise readiness initiatives 
• Lead internal, cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors while maintaining accountability for customer outcomes. 
• Build strong relationships with our customers in the enterprise category   
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention   
• Align with the Customer Success organization and Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities    
• Manage a series of personal touchpoints and to drive ongoing customer experiences   
• Conduct effective QBR/EBR’s to highlight the customer’s realized value and communicate recommendations and new features   
• Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward  
• Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations   
• Partner with 24/7 Support Team to provide quick and responsive ongoing technical and administrative support    
• Respond to all customer inquiries in a thoughtful and timely manner   
• Keep track of new product developments and strategically inform/train customers on them    
• Communicate desired software requirements to product management team in a cross-functional feedback loop   
• Effectively track all customer communication in Gainsight and Salesforce, as well as maintain most relevant information in Enterprise Account Plan up to date  
• Contribute to AlertMedia’s culture, values, and vision for the future     

What you bring to the role:     

• 5+ years’ experience as a Customer Success Manager    
• 3+ years’ experience supporting Enterprise customers in a CSM role  of $1M + ARR 
• Proven ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority   
• Desire to work with demanding, multi-national customers   
• Established CSM who is self-motivated and customer-focused   
• Salesforce & Excel required, Gainsight (nice to have)  
• Outstanding verbal and written communication skills   
• Strong listening skills with the ability to work with a variety of customer profiles     
• Excellent project management skills with proven ability to prioritize     
• Strong analytical, negotiation, and creative problem-solving skills    
• Strong executive presence with proven ability to influence decision-making at all levels.  
• Proven ability to work with all members of our team (sales, software development, and product management)    
• The desire and ability to learn and be coached     
• This is an in office, hybrid position (2-3 days a week) in our downtown Austin, Texas headquarters   

Why you’ll love working at AlertMedia:  

• Competitive base salary + Company-wide bonus program  
• Generous and flexible time off and parental leave policies  
• Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!  
• 401K with a generous company match 
• Amazing rewards and incentives – we love celebrating each other!  
• Commitment to community service with opportunities to give back   
• A Best Places to Work company 10 years in a row and numerous other awards  
• Access to our gorgeous downtown office with 360 views of Austin, high-tech building gym, and nearby running trails  
• Ongoing career development opportunities with our Learning and Development team 

About AlertMedia:  

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 countries.  

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.  

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com  

Come join us in our mission to save lives and minimize loss through effective communication.   

AlertMedia does not currently sponsor applicants for work visas.  

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/