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About the Role

Lead and develop a team of Enterprise Customer Account Directors responsible for growing and retaining AlertMedia's largest and most strategic customer relationships. This is a hands-on leadership role where you'll coach your team through complex expansion opportunities, executive customer engagements, strategic account planning, and multi-year renewals. Partner closely with your team, customers, and cross-functional stakeholders to drive customer growth while delivering an exceptional customer experience.

Responsibilities

Lead the day-to-day activities of a team of Enterprise Customer Account Directors responsible for AlertMedia's largest strategic customers.
Partner with your team to achieve and exceed expansion revenue targets while maintaining strong customer retention.
Meet weekly with Customer Account Directors to review forecast accuracy, pipeline health, strategic account plans, customer health, renewal strategy, and expansion opportunities.
Develop consistent coaching and career development plans that help Customer Account Directors grow professionally while exceeding business objectives.
Coach Customer Account Directors through executive customer meetings, Executive Business Reviews (EBRs), negotiations, expansion opportunities, and multi-year renewals.
Partner with Customer Account Directors to prepare for Executive Business Reviews (EBRs), helping customers align AlertMedia's solutions to their strategic business priorities while identifying opportunities for continued growth.
Regularly meet with enterprise customers—virtually and onsite—to support strategic customer engagements, executive relationship building, negotiations, and complex expansion opportunities.
Collaborate across internal teams to ensure customer success and revenue growth, including: Customer Success Managers and Directors, Renewals Managers, Sales Engineering, Product Marketing, Product Management, Customer & Field Marketing, Finance, Pricing & Contracts, Executive Leadership.
Leverage Salesforce, Gong, and other technologies to coach performance, improve execution, and increase forecast accuracy.
Identify business challenges and proactively develop solutions that improve customer outcomes and team performance.
Recruit, onboard, develop, and retain high-performing Enterprise Customer Account Directors.
Deliver accurate forecasts, pipeline updates, and business insights to the VP, Account Management.
Foster a culture of accountability, collaboration, customer obsession, and continuous improvement.

Requirements

8–10+ years of Enterprise SaaS sales or account management experience supporting large, complex organizations.
3–5+ years leading Enterprise Account Managers, Strategic Account Managers, or Enterprise Customer Account Directors responsible for expansion revenue, renewals, and customer growth.
Proven experience leading Enterprise Account Management teams serving Fortune 1000 organizations or similarly complex enterprise customers.
Demonstrated success driving Expansion ARR, Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and customer retention.
Experience coaching Enterprise Customer Account Directors through executive business reviews, complex expansion opportunities, multi-year renewals, pricing negotiations, procurement processes, and contract strategy.
Strong executive presence with the ability to influence executive stakeholders and coach teams through C-level customer conversations.
Experience developing strategic account plans that identify whitespace opportunities, increase product adoption, and drive long-term customer growth.
Proven ability to accurately forecast expansion business and manage pipeline health using Salesforce and sales analytics.
A people-first, process-oriented, and data-driven leadership style.
Exceptional coaching and leadership skills with experience developing high-performing Enterprise Customer Account Directors.
Strong cross-functional leadership skills with the ability to partner effectively across Customer Success, Renewals, Product, Marketing, Finance, Legal, Sales Engineering, and Executive Leadership.
Entrepreneurial mindset with a passion for developing people, improving processes, and building scalable organizations.
Experience in crisis intelligence, enterprise software, or communications technology is a plus.
Ability to travel approximately 20–25% to support customers, your team, and company events.
Must have the legal right to work in the United States now and in the future.
Success in this role will be measured by your ability to achieve and exceed team Expansion ARR targets.
Success in this role will be measured by your ability to drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
Success in this role will be measured by your ability to improve forecast accuracy and pipeline health.
Success in this role will be measured by your ability to increase product adoption across strategic enterprise accounts.
Success in this role will be measured by your ability to develop high-performing Enterprise Customer Account Directors through coaching and career development.
Success in this role will be measured by your ability to build trusted executive relationships with AlertMedia's largest customers.
Success in this role will be measured by your ability to deliver exceptional customer experiences that result in long-term customer growth and advocacy.

Skills

Enterprise SaaS sales
Account management
Leadership
Coaching
Mentoring
Customer relationship management
Strategic account planning
Expansion opportunities
Renewal negotiations
Executive customer conversations
Forecasting
Pipeline management
Salesforce
Gong
Cross-functional leadership
Crisis intelligence
Enterprise software
Communications technology

Location

Austin, TX (hybrid)
U.S. based (remote)

Work Type

Hybrid
Remote

Experience Level

8-10+ years Enterprise SaaS sales or account management
3-5+ years leading Enterprise Account Managers or similar roles

Benefits

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 generous company match
Amazing rewards and incentives
Commitment to community service with opportunities to give back
Ongoing career development opportunities through our Learning & Development team

About the Company

AlertMedia helps organizations protect their people, operations, and brand.
Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence.
We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.
We are one of the fastest growing software companies in the nation.
Our Enterprise Account Management team partners with AlertMedia's largest global customers—organizations to maximize the value of our emergency communication, threat intelligence, travel risk management, and employee safety platform.
We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most.
We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe.
Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.
We have a Best Places to Work company 10 years in a row and numerous other awards.
Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails.
You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture.

Equal Opportunity

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.