Strategic Customer Success Manager

Requirements

• What you get to do every day:
• 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
• What you bring to the role:
• 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)
• This is an in office, hybrid position (2-3 days a week) in our downtown Austin, Texas headquarters
• This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future
• Why you'll love working at AlertMedia:
• At AlertMedia, you won't just build your career - you'll be part of something meaningful, surrounded by people who genuinely care about the work and each other.
• 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 - 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 new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
• Ongoing career development opportu

Benefits

Additional Information

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 strategic accounts, but 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.

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