Vice President, Customer Success
About The Position
AlertMedia is seeking an experienced and visionary Vice President, Customer Success to lead its Customer Success organization. This executive will be responsible for ensuring customers realize extraordinary value from AlertMedia's solutions, achieve their safety and security goals, and build a long-term, trusted partnership with AlertMedia. The role involves defining the strategic direction of Customer Success, leading and developing a high-performing team, and partnering cross-functionally to shape the AlertMedia customer journey, including the integration of AI and automation. This is a highly visible role that will directly impact AlertMedia's growth, customer loyalty, and continued market leadership.
Requirements
- 10+ years of customer-facing leadership experience in SaaS
- At least 4+ years leading at scale in a VP or Senior Director role
- Proven success driving retention, expansion, and customer satisfaction at high-growth companies
- Executive presence with the ability to engage credibly at the C-suite level, both internally and with customers
- Data-driven, analytical approach with experience leveraging modern CS tools, systems, and AI-powered insights
- Genuine curiosity about how AI is transforming Customer Success, and a track record of turning that curiosity into practical team impact
- Passion for building high-performance teams and a belief in the importance of high standards
- Commitment to AlertMedia's mission and values - customer-first, impact-driven, and dedicated to safety
Responsibilities
- Own the Customer Success department's vision and strategy, people, and outcomes.
- Recruit, mentor, and empower leaders and individual contributors across Customer Success, maintaining exceptionally high standards.
- Drive adoption, retention, and customer advocacy, delivering measurable results across all customer segments.
- Serve as a trusted advisor and executive sponsor for strategic accounts, strengthening long-term relationships with customer leadership teams.
- Modernize playbooks, processes, and systems - including AI-enabled workflows - to deliver a consistently exceptional experience at every stage of the customer lifecycle.
- Identify, implement, and scale AI tools and processes that enhance the customer experience and free the team to focus on high-value, relationship-driven work.
- Partner with Product, Engineering, Sales, and Marketing to bring customer insights into innovation, roadmap, and go-to-market strategy - including how AI-driven capabilities shape future offerings.
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
- Mission with impact: Join a company that’s saving lives and helping organizations protect their people during critical events
- High-growth environment: Play a central role in scaling one of the fastest-growing SaaS companies in emergency communication
- Collaborative culture: Be part of a team that values trust, transparency, and innovation
- Meaningful leadership: Lead a talented organization that makes a difference for customers when it matters most
- Amazing rewards and incentives
- 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 brand new downtown office with 360-degree views of Austin, high-tech building gym, and nearby running trails
- Ongoing learning and career development opportunities facilitated by our Learning & Development teams
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
