Manager, 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.    

Our Manager, Customer Success within our Mid-Market Customer Success team at AlertMedia plays a pivotal role in driving customer satisfaction, retention, expansion, and overall company growth. Reporting directly to the Director of Customer Success, you will lead and mentor a team of Mid-Market Customer Success Managers (CSMs) to ensure they excel in their roles and contribute to the success of our customers.  

Who you are:   

You are an accomplished Manager of Customer Success 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: 

• Collaborate with the Director, Customer Success and Mid-Market Customer Success Managers to develop and execute strategies that drive customer adoption, retention, and expansion of AlertMedia's solutions.  
• Lead efforts to meet company retention goals by identifying risks, providing solutions to prevent churn, and implementing initiatives to enhance customer satisfaction.  
• Proactively identify revenue-generating opportunities and work closely with cross-functional teams to execute initiatives.  
• Foster strong relationships with stakeholders across departments to gather feedback and insights for continuous improvement.  
• Take ownership of accurate forecasting and bandwidth management processes to ensure optimal team performance.  
• Regularly engage with customers to establish and strengthen relationships with senior leaders within their organizations.  
• Conduct regular career development discussions with direct reports and provide support for their professional growth.  
• Manage customer escalations effectively, ensuring timely resolution and maintaining customer satisfaction.  

What you bring to the role: 

• 3-5 years' experience in Customer Success, Account Management, or related role preferably in the SaaS industry, including 1-2 years of leading a Customer Success team.  
• Results-oriented leader with a hands-on approach and a passion for driving success.  
• Compassionate manager dedicated to attracting, developing, and retaining exceptional talent. 
• Strong interpersonal skills with a collaborative mindset, coupled with the ability to listen, coach, and implement new ideas effectively. 
• Excellent project management abilities with a proven track record of prioritizing tasks effectively. 
• Experience with Gainsight and Salesforce is a plus. 
• This is an in office, hybrid position (2 days a week) in our downtown Austin, Texas headquarters. 

Why you’ll love working at AlertMedia:  

• Competitive Base Salary + Company-Wide Bonus program  
• Generous and flexible time and parental leave policies  
• Health benefits - Medical, Dental, Vision and Life Insurance 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 8 years in a row and numerous other national awards  
• Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails  
• Ongoing career development opportunities with our Learning & Development team  

About AlertMedia: 

AlertMedia helps organizations protect their people and businesses 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 more confidently. AlertMedia supports essential 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.   

By applying for the role, you agree that Alert Media 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/