Strategic Customer Success Manager

AlertMedia • Austin, TX

1d • Hybrid

About The Position

AlertMedia's mission is 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 Strategic Customer Success Manager takes ownership of AlertMedia’s most complex and high-value customer relationships. They focus on a smaller number of strategic accounts with significantly higher ARR, providing the highest level of 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 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.

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
• Gainsight & Salesforce required
• Outstanding verbal and written communication skills
• Strong listening skills with the ability to work with a variety of customer profiles
• 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)
• Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future

Nice To Haves

• Proven success supporting the largest global customers, managing complex books of business upwards of $6M+ in annual revenue.
• Think strategically about driving adoption, retention, and expansion across high-value accounts.
• A thought leader and enjoy partnering with colleagues to develop innovative, scalable strategies.
• A proactive, thoughtful 1:1 approach to Customer Success and value a true “we’re all in this together” mentality.

Responsibilities

• Own and execute short term and long-term success strategies for Strategic 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 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 Strategic Segment
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
• Manage a series of personal touchpoints and to drive ongoing customer experiences
• Conduct effective business reviews 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
• Respond to all customer inquiries in a thoughtful and timely manner
• Effectively track all customer communication in Gainsight

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 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: Senior
• Education Level: No Education Listed