Customer Success Manager

AlertMedia • Austin, TX

1d • Hybrid

About The Position

The Customer Success Manager will take ownership of managing customer relationships, which we value above all else. This role will focus on emerging customers and partner closely with our Customer Support Team to foster success. In this key role, working closely with Customer Success, Customer Support, Marketing and Sales teams, they are responsible for driving engagement to support customer health, retention, and growth. The right candidate will be determined to achieve effective customer enablement, as well as the highest possible satisfaction rates across the accounts they manage. They will make sure customer needs are always met and problems are solved quickly.
As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!

Requirements

• 2+ years’ experience in customer success management or account management
• Experience in a Saas or Tech environment strongly preferred
• Salesforce or Hubspot experience preferred
• Strong organization and time management skills with ability to prioritize
• Comfort level managing a large volume of accounts
• Outstanding verbal and written communication skills
• Willingness to test and implement innovative ideas
• Experience with customer implementation and software adoption preferred
• Strong listening skills with the ability to mirror and work with a variety of customer profiles
• Ability to work with all members of our team (customer support, business development, software development, and product management)
• Must be independent, self-motivated, success-driven, and adaptable
• The ability and desire to work in a fast-paced, challenging environment
• A vision for efficiency
• The desire to learn and be coached

Responsibilities

• Support our customers in the SMB segment as a product expert to drive adoption and enable them to accomplish their goals
• Manage customer touch points with automated processes and innovative approaches
• Host customer webinars and facilitate customer collaboration
• Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Evaluate health and assess risk for your book of business
• Partner with our Customer Support team to manage escalations requiring more strategic oversight
• Respond to all customer inquiries in a timely manner, within 1 business day
• Effectively track all customer communication and data in Gainsight and Salesforce
• Acquire industry knowledge related to general trends, use cases, and emerging technologies
• Ensure positive and productive customer experience to maintain software renewals
• Contribute to AlertMedia’s culture, values, and vision for the future
• This is an individual contributor role and not a manager role

Benefits

• Competitive base salary + Uncapped commissions + 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 – 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 new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
• 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