AlertMedia · 20 hours ago
Strategic Customer Success Manager
Austin, TX
Full-time
Hybrid
Senior Level
5+ years expAlertMedia is dedicated to saving lives and minimizing loss through effective communication during emergencies. The Strategic Customer Success Manager will manage high-value customer relationships, focusing on strategic guidance, driving adoption, and supporting customer health and retention.
Enterprise SoftwareMobileSaaS
No H1B
Responsibilities
Serve as the primary strategic advisor to senior and executive stakeholders, aligning AlertMedia’s platform to customer risk management, business continuity, and organizational priorities
Own and execute short term and long-term success and expansion strategies for Strategic Enterprise 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 enterprise 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 enterprise category
Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
Align with the Customer Success organization and Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
Manage a series of personal touchpoints and to drive ongoing customer experiences
Conduct effective QBR/EBR’s 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
Partner with 24/7 Support Team to provide quick and responsive ongoing technical and administrative support
Respond to all customer inquiries in a thoughtful and timely manner
Keep track of new product developments and strategically inform/train customers on them
Communicate desired software requirements to product management team in a cross-functional feedback loop
Effectively track all customer communication in Gainsight and Salesforce, as well as maintain most relevant information in Enterprise Account Plan up to date
Contribute to AlertMedia’s culture, values, and vision for the future
Qualification
Required
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
Salesforce & Excel required
Outstanding verbal and written communication skills
Strong listening skills with the ability to work with a variety of customer profiles
Excellent project management skills with proven ability to prioritize
Strong analytical, negotiation, and creative problem-solving skills
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)
The desire and ability to learn and be coached
Preferred
Gainsight (nice to have)
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 a generous company match
Amazing rewards and incentives – we love celebrating each other!
Commitment to community service with opportunities to give back
Ongoing career development opportunities with our Learning and Development team
Company
AlertMedia
AlertMedia's helps organizations mitigate risks and respond faster during emergencies and critical events.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$57.01MKey Investors
JMI EquityNext Coast VenturesSilverton Partners
2020-04-07Series C· $15M
2019-01-03Series C· $25M
2017-10-11Series B· $8M
Leadership Team
Jeff Branc
Chief Technology Officer
Recent News
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2025-08-19
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