About the role
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 Enterprise Customer Success Manager, takes ownership of AlertMedia’s customer relationships, which we value above all else. They focus on Enterprise accounts to provide the highest level of strategic partnership. Working closely with our Implementation Team, Customer Support, Marketing, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. Enterprise CSMs approach each relationship with a “partnership” mentality and employ a consultative and tailored approach to ensure each customer successfully meets their goals.
Who you are:
You are an accomplished Customer Success Manager with proven success working with Enterprise customers. You think strategically to drive adoption, retain, and expand your accounts. You are a thought leader in managing Enterprise accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy a proactive and thoughtful 1x1 approach to Customer Success and value a "we're all in this together" mentality.
What you get to every day:
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 Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
Own cross-functional coordination for your accounts, serving as the internal point of accountability when multiple teams are involved to ensure seamless execution for the customer
Maintain executive alignment and visibility on your accounts through proactive updates and timely escalation when warranted
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
Diligently manage Gainsight and Salesforce data to effectively manage your book of business
Contribute to AlertMedia’s culture, values, and vision for the future
What you bring to the role:
3+ years’ experience as a Customer Success Manager
1-2+ years’ experience supporting Enterprise customers in a CSM role
Emergency communications or risk response industry experience (nice to have)
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
Proven ability to work with all members of our team (business development, software development, and product management)
The desire and ability to learn and be coached
Why you’ll love working at AlertMedia:
Competitive base salary + Company-wide bonus program
Generous and flexible time and parental leave policies
Health benefits - Medical, Dental, Vision and Life Insurance 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 brand new 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/