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About the Role
AlertMedia's Enterprise Customer Success Manager takes ownership of customer relationships, focusing on Enterprise accounts to provide a high level of strategic partnership. This role involves working closely with internal teams to drive adoption, support customer health, retention, and growth through a consultative and tailored approach.
Responsibilities
- Build strong relationships with enterprise customers.
- Evaluate customer risk management and proactively drive value propositions and best practices for retention.
- Align with Customer Success and Expand Teams to support initiatives for account growth through adoption, cross-sell, and upsell.
- Manage customer touchpoints to drive ongoing customer experiences.
- Conduct Quarterly Business Reviews to highlight realized value and communicate recommendations and new features.
- Consult with customers to determine optimal data automation options and support configurations for matrixed organizations.
- Own cross-functional coordination for accounts, serving as the internal point of accountability.
- Maintain executive alignment and visibility on accounts through proactive updates and timely escalations.
- Respond to customer inquiries thoughtfully and timely.
- Track new product developments and strategically inform/train customers.
- Communicate desired software requirements to the product management team.
- Manage Gainsight and Salesforce data to effectively manage the book of business.
- Contribute to AlertMedia’s culture, values, and vision for the future.
Requirements
- 3+ years of experience as a Customer Success Manager.
- 1-2+ years of 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.
Skills
- Customer Success Management
- Enterprise Account Management
- Strategic Partnership
- Customer Adoption
- Customer Retention
- Customer Growth
- Consultative Selling
- Risk Management
- Value Proposition Development
- Cross-selling
- Up-selling
- Data Automation
- Project Management
- Cross-functional Coordination
- Executive Communication
- Product Development
- Salesforce
- Excel
- Gainsight
- Communication Skills
- Listening Skills
- Analytical Skills
- Negotiation Skills
- Problem-Solving Skills
Location
- Austin
Work Type
- Full-time
Experience Level
- 3+ years experience as a Customer Success Manager
- 1-2+ years experience supporting Enterprise customers
Salary/Compensations
- Competitive base salary + Company-wide bonus program
Benefits
- 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
- Commitment to community service with opportunities to give back
- Ongoing career development opportunities with our Learning and Development team
About the Company
- 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.
- 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/
Equal Opportunity
- 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.