Strategic Customer Success Manager

AlertMedia•Austin, TX

5h•Hybrid

About The Position

Do work that matters. At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity. Our core values drive us in our important mission of keeping people safe & informed: We’re humans not robots Customers always come first We work better together Simplicity is our strength Our reputation is priceless, Hard work pays off Our Strategic Customer Success Manager takes ownership of AlertMedia’s most complex and high-value customer relationships. They focus on a smaller number of enterprise accounts, but with significantly higher ARR, providing the highest level of strategic partnership. Working closely with our Executive and Senior Leadership Team, Implementation Team, Customer Support, Marketing, Product, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. The Strategic CSM approaches each relationship with a “partnership” mentality and employs a consultative and tailored approach to ensure each customer successfully meets their goals. Additionally, they possess mastery of the entire product and feature offering, with a deep understanding of the value drivers and positive business outcomes our customers can achieve. Who you are: You are an accomplished Strategic Customer Success Manager with proven success supporting Strategic —and ideally Strategic and Enterprise—customers, managing complex books of business upwards of $6M+ in annual revenue. You think strategically to drive adoption, retention, and expansion across high-value accounts. You are a thought leader in Strategic account management and enjoy partnering with colleagues to develop innovative, scalable strategies. You take a proactive, thoughtful 1:1 approach to Customer Success and value a true “we’re all in this together” mentality.

Requirements

5+ years’ experience as a Customer Success Manager
3+ years’ experience supporting Enterprise customers in a CSM role of $1M + ARR
Proven ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority
Desire to work with demanding, multi-national customers
Established CSM who is self-motivated and customer-focused
Salesforce & Excel required
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
Strong executive presence with proven ability to influence decision-making at all levels.
Proven ability to work with all members of our team (sales, software development, and product management)
The desire and ability to learn and be coached

Nice To Haves

Gainsight (nice to have)

Responsibilities

Serve as the primary strategic advisor to senior and executive stakeholders, aligning AlertMedia’s platform to customer risk management, business continuity, and organizational priorities
Own and execute short term and long-term success and expansion strategies for Strategic Enterprise accounts, including stakeholder mapping, success planning, and long-term value realization
Act as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and enterprise readiness initiatives
Lead internal, cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors while maintaining accountability for customer outcomes.
Build strong relationships with our customers in the enterprise category
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 Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
Manage a series of personal touchpoints and to drive ongoing customer experiences
Conduct effective QBR/EBR’s to highlight the customer’s realized value and communicate recommendations and new features
Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward
Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
Partner with 24/7 Support Team to provide quick and responsive ongoing technical and administrative support
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 product management team in a cross-functional feedback loop
Effectively track all customer communication in Gainsight and Salesforce, as well as maintain most relevant information in Enterprise Account Plan up to date
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 a 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 our gorgeous downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
Ongoing career development opportunities with our Learning and Development team

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