Customer Success Manager, Mid-Market

AlertMedia • Austin, TX

8d • Hybrid

About The Position

The Customer Success Manager (CSM) takes ownership of AlertMedia’s customer relationships, focusing on strategic accounts to provide a high level of consultative partnership. The CSM works closely with the Implementations Team, Customer Support, Marketing, and Sales Teams, and is responsible for executing strategic guidance, driving adoption, conducting effective QBRs, supporting customer health, retention, and growth. CSMs approach each relationship with a "partnership" mentality and employ a consultative and tailored approach to ensure each customer successfully meets their goals.

Requirements

• 2-3 years’ experience as a Customer Success Manager.
• Desire to work with demanding, multi-national customers.
• Established CSM who is self-motivated and customer-focused.
• 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.

Nice To Haves

• Experience with Salesforce, Excel & Gainsight (a plus).

Responsibilities

• Build strong relationships with customers.
• Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for customers.
• 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 Account Management Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities.
• Manage a series of personal and automated touchpoints 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 support configurations for matrixed organizations.
• 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 the product management team in a cross-functional feedback loop.
• Effectively track all customer communication in Gainsight.
• Diligently manage Gainsight and Salesforce data to effectively manage your book of business.
• Contribute to AlertMedia’s culture, values, and vision for the future.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed