Director, Strategic Customer Success

AlertMedia • Austin, TX

1d • Hybrid

About The Position

AlertMedia is seeking a Director, Strategic Customer Success to lead and grow relationships with their most important customers. In this highly visible role, you will serve as a trusted advisor to executive stakeholders, ensuring customers achieve meaningful outcomes with AlertMedia while driving long-term retention and expansion. This role is for someone who thrives on building strategic partnerships, delivering measurable value, and leading cross-functional collaboration to make a significant impact. The ideal candidate is a seasoned customer success leader with deep experience partnering with large, global organizations, navigating complex structures, aligning diverse stakeholders, and building trust from frontline users to executive leadership. They understand how to translate business objectives into meaningful customer outcomes and are comfortable leading strategic conversations and driving adoption. They communicate with clarity, purpose, and confidence, ask the right questions, listen actively, and challenge assumptions when it serves the customer's success. Assertiveness is balanced with empathy, and they take ownership end-to-end, operating with accountability, following through, and closing loops. They are energized by complexity and scale, excel at coordinating across multiple departments, and bring structure where there is ambiguity. Above all, they are driven by outcomes, committed to delivering value, strengthening partnerships, and ensuring customers realize the full potential of AlertMedia.

Requirements

• 8+ years of experience in Customer Success, Account Management, or a related field, with a focus on enterprise or strategic accounts
• 3+ years experience in managing Customer Success Teams focusing on enterprise or strategic accounts
• 3 years actively using Gainsight on a daily basis, including data entry, dashboard requirements and use
• 3 years working with Salesforce as the primary system of record
• Demonstrated success driving customer retention, renewals, and expansion (NRR/GRR ownership preferred)
• Strong executive presence with experience engaging VP and C-level stakeholders
• Strategic mindset with the ability to align customer goals to business outcomes and ROI
• Proven ability to identify risks early and develop effective mitigation plans
• Experience leading cross-functional initiatives and influencing without direct authority
• Data-driven approach to managing customer health, adoption, and success metrics
• Excellent English communication skills, both verbal and written
• Must live in Austin or the surrounding areas
• Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future

Responsibilities

• Own the success, retention, and growth of AlertMedia’s highest-value strategic accounts
• Build and maintain strong executive relationships, acting as a trusted advisor to senior stakeholders
• Proactively identify and mitigate risks to ensure high customer satisfaction and long-term retention
• Lead renewal strategy and execution in partnership with Sales and Finance
• Drive account growth through expansion opportunities, including new use cases, products, and enterprise adoption
• Develop and execute strategic success plans aligned to customer goals and measurable outcomes
• Partner cross-functionally with Sales, Product, Support, and Professional Services to deliver a seamless customer experience
• Advocate for the voice of the customer by sharing insights that influence product and business strategy
• Cultivate customer advocacy through references, case studies, and participation in advisory programs

Benefits

• Competitive base salary
• Company-wide bonus program
• Generous and flexible time off
• 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: Director
• Education Level: No Education Listed