Enterprise Customer Success Manager

AlertMedia • Austin, TX

10d

About The Position

The Enterprise Customer Success Manager owns AlertMedia’s relationships with enterprise customers and provides a high level of strategic partnership. Working closely with Implementation, Customer Support, Marketing, and Sales, the role provides strategic guidance, drives adoption, conducts Quarterly Business Reviews, and supports customer health, retention, and growth. The CSM uses a consultative, tailored approach to help customers achieve their goals and works proactively with colleagues to develop strategies for managing enterprise accounts.

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.
• Salesforce and Excel proficiency.
• Strong verbal and written communication skills.
• Strong listening skills and ability to work with varied customer profiles.
• Excellent project management skills and ability to prioritize.
• Strong analytical, negotiation, and creative problem-solving skills.
• Ability to work with business development, software development, and product management teams.
• Motivation and ability to learn and receive coaching.
• Self-motivated, customer-focused approach and ability to work with demanding multinational customers.

Nice To Haves

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

Responsibilities

• Build strong relationships with enterprise customers.
• Evaluate customer risk and proactively identify value propositions and best practices to drive retention.
• Coordinate with Customer Success and the Expand Team to grow existing accounts through adoption, cross-selling, and upselling.
• Manage personal touchpoints to support ongoing customer experiences.
• Conduct Quarterly Business Reviews to demonstrate realized value and communicate recommendations and new features.
• Consult with customers on suitable data automation options and support configurations for matrixed organizations.
• Coordinate cross-functionally and serve as the internal point of accountability for accounts involving multiple teams.
• Maintain executive alignment and account visibility through proactive updates and timely escalation.
• Respond to customer inquiries thoughtfully and promptly.
• Track product developments and inform or train customers on relevant updates.
• Communicate customer software requirements to Product Management through a cross-functional feedback loop.
• Maintain accurate Gainsight and Salesforce data to manage the customer portfolio.
• Contribute to AlertMedia’s culture, values, and vision.

Benefits

• Competitive base salary and company-wide bonus program.
• Flexible time and parental leave policies.
• Medical, dental, vision, and life insurance fully paid for employees.
• 401(k) with company match.
• Rewards and incentives.
• Opportunities to give back through community service.
• Access to a downtown Austin office with 360-degree views, a 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