Enterprise Customer Success Manager

AlertMedia • Austin, TX

5d

About The Position

The Enterprise Customer Success Manager owns AlertMedia’s relationships with enterprise customers and provides a high level of strategic partnership. Working with Implementation, Customer Support, Marketing, Sales, and other teams, the role provides strategic guidance, drives adoption, conducts Quarterly Business Reviews, supports customer health and retention, and identifies opportunities for account growth. The CSM takes a consultative, tailored approach to help customers achieve their goals and serves as an internal point of accountability to coordinate execution across teams.

The role also maintains executive alignment, communicates product developments and customer feedback, and manages account information in Gainsight and Salesforce. AlertMedia’s mission is to save lives and minimize loss by identifying threats and facilitating timely communications during emergencies. The position is based in the context of AlertMedia’s customer success organization; access to the company’s downtown Austin office is mentioned, but the posting does not specify a required workplace type.

Requirements

• At least 3 years of experience as a Customer Success Manager.
• At least 1–2 years of experience supporting enterprise customers in a Customer Success Manager role.
• Willingness to work with demanding, multinational customers.
• Self-motivated and customer-focused approach.
• Proficiency with Salesforce and Excel.
• Outstanding verbal and written communication skills.
• Strong listening skills and ability to work with a variety of customer profiles.
• Excellent project management skills and proven ability to prioritize.
• Strong analytical, negotiation, and creative problem-solving skills.
• Ability to work with business development, software development, and product management teams.
• Desire and ability to learn and be coached.

Nice To Haves

• Experience in the emergency communications or risk response industry.
• Experience with Gainsight.

Responsibilities

• Build strong relationships with enterprise customers.
• Evaluate risk for each customer and proactively identify value propositions and best practices to drive retention.
• Partner with the Customer Success organization and Expand Team to grow existing accounts through adoption, cross-sell, and upsell opportunities.
• Manage regular personal touchpoints to support ongoing customer experiences.
• Conduct Quarterly Business Reviews to communicate realized customer value, recommendations, and new features.
• Consult with customers on appropriate data automation options and support configurations for matrixed organizations.
• Coordinate cross-functional work for assigned accounts, acting as the internal point of accountability to ensure seamless customer execution.
• Maintain executive alignment and account visibility through proactive updates and timely escalation when warranted.
• Respond to customer inquiries thoughtfully and promptly.
• Stay current on product developments and inform or train customers on relevant updates.
• Communicate customer software requirements to Product Management through a cross-functional feedback loop.
• Maintain Gainsight and Salesforce data to manage the assigned book of business.
• Contribute to AlertMedia’s culture, values, and vision.

Benefits

• Competitive base salary and company-wide bonus program.
• Generous and flexible time-off and parental leave policies.
• Medical, dental, vision, and life insurance benefits, fully paid for employees.
• 401(k) with a company match.
• Rewards and incentives.
• Opportunities to participate in community service.
• Access to a downtown office, building gym, and nearby running trails.
• Career development opportunities through the Learning and Development team.

What This Job Offers

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