Job Description

Overview 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. Who you are You are an accomplished Manager of Customer Success who thinks strategically to drive adoption, retention, and expansion. You are a thought leader in managing CSM teams and enjoy working with your colleagues to develop innovative strategies. You are proactive, thoughtful, and approach management with candor, compassion, and enthusiasm. What you get to do every day Collaborate with the Director of Customer Success and Mid-Market Customer Success Managers to develop and execute strategies that drive customer adoption, retention, and expansion of AlertMedia’s solutions. Lead efforts to meet company retention goals by identifying risks, providing solutions to prevent churn, and implementing initiatives to enhance customer satisfaction. Proactively identify revenue‑generating opportunities and work closely with cross‑functional teams to execute initiatives. Foster strong relationships with stakeholders across departments to gather feedback and insights for continuous improvement. Take ownership of accurate forecasting and bandwidth management processes to ensure optimal team performance. Regularly engage with customers to establish and strengthen relationships with senior leaders within their organizations. Conduct regular career development discussions with direct reports and provide support for their professional growth. Manage customer escalations effectively, ensuring timely resolution and maintaining customer satisfaction. What you bring to the role 3-5 years of experience in Customer Success, Account Management, or related role, preferably in the SaaS industry, including 1-2 years of leading a Customer Success team. Results‑oriented leader with a hands‑on approach and a passion for driving success. Compassionate manager dedicated to attracting, developing, and retaining exceptional talent. Strong interpersonal skills with a collaborative mindset, and the ability to listen, coach, and implement new ideas effectively. Excellent project management abilities with a proven track record of prioritizing tasks effectively. Intermediate to advanced Excel skills required. Experience with Gainsight and Salesforce is a plus. This is in‑office, hybrid position (2 days a week) in our downtown Austin, Texas headquarters. What we offer Competitive base salary + company‑wide bonus program Generous and flexible time off and parental leave policies Health benefits – medical, dental, vision and life insurance 100% paid for employees 401(k) 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 9 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 facilitated by our Learning & 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 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. AlertMedia does not currently sponsor applicants for work visas. By applying for the role, you agree that AlertMedia will use your personal information in connection with the recruitment process and in accordance with our privacy policy – #J-18808-Ljbffr AlertMedia

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