Director, Enterprise Customer Success

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 values which reflect our view on what’s important and what’s right include: 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.    

The Director, Enterpries Customer Success at AlertMedia is essential to ensuring our customers achieve their goals, leading to customer retention and overall company growth. We are seeking a leader who will mentor and grow our team of Enterprise and Strategic Enterprise CSMs to ensure they excel in their roles and contribute to the success of our customers.  

As one of the fastest growing software companies in the nation, we are focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand.  

Who you are:   

You are an accomplished Director of Customer Success with experience with Enterprise customers who thinks strategically to drive adoption, retention, and expansion. You are a thought leader in managing CSM teams and enjoy working with your colleagues to develop innovative strategies. You are proactive and thoughtful, approaching management with candor, compassion, and enthusiasm.   

What you get to do every day:   

• Strategize with the CSMs to ensure customers are seeing the value of AlertMedia
• Partner with the Manager, Enterprise Customer Success to lead the Enterprise team to hit key metrics, including Net Revenue Retention
• Surface risk to leadership and provide solutions to mitigate and prevent future churn  
• Develop initiatives to identify revenue-generating opportunities and work closely with cross-functional teams to execute initaitives
• Cultivate cross-functional relationships to gather feedback from other departments  
• Interact with AlertMedia’s Executive Team to partner on working with our largest customers
• Own accurate forecasting and bandwidth management processes  
• Regularly engage with customers to build strong relationships with senior leaders inside customer organizations  
• Conduct regular career engagement discussions with direct reports  
• Manage customer escalations from your team   

 What you bring to the role:   

• 5+ years’ experience leading a successful Enterprise CSM team in a high-growth environment; 3+ of which is within the SaaS industry
• Experience working with Fortune 100 customers
• Results-driven leader who is not afraid to roll up their sleeves to join customer calls, handle escalations, and partner with CSMs and Manager, Customer Success 
• Compassionate people manager who is committed to attracting, developing, and retaining exceptional talent  
• Strong perspective rooted in professional experience, coupled with willingness to listen carefully, coach, and run with new ideas  
• Excellent project management skills with proven ability to prioritize  
• Gainsight and Salesforce experience is a plus  
• This is a hybrid role based in downtown Austin, Texas (2+ days per week in Austin)  

 Why you’ll love working at AlertMedia:   

• 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!  
• Amazing rewards and incentives – we love celebrating each other!  
• Commitment to community service with opportunities to give back  
• A Best Places to Work company 8 years in a row and numerous other awards
• Access to brand new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
• Continuous learning and career development opportunities facilitated by our Sales Enablement and Learning & Development teams  

About AlertMedia:   

AlertMedia helps organizations protect their people and business through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and with greater confidence. AlertMedia supports critical communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries. 

We are an equal-opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.   All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. 

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.  

Come join us in our mission to save lives and minimize loss through effective communication. 

AlertMedia does not currently sponsor applicants for work visas.   

Must be located in the Austin, TX area or willing to relocate   

By applying for the role, you agree that AlertMedia will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/