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 Enterprise Customer Success Manager, takes ownership of AlertMedia’s customer relationships, which we value above all else. They focus on Enterprise accounts to provide the highest level of strategic partnership. Working closely with our Implementation Team, Customer Support, Marketing, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. Enterprise CSMs approach each relationship with a “partnership” mentality and employ a consultative and tailored approach to ensure each customer successfully meets their goals.
Who you are:
You are an accomplished Customer Success Manager with proven success working with Enterprise customers. You think strategically to drive adoption, retain, and expand your accounts. You are a thought leader in managing Enterprise accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy a proactive and thoughtful 1x1 approach to Customer Success and value a "we're all in this together" mentality.
What you get to every day:
- 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 and automated touchpoints and to drive ongoing customer experiences
- Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
- Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
- 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
- Diligently manage Gainsight and Salesforce data to effectively manage your book of business
- Contribute to AlertMedia’s culture, values, and vision for the future
What you bring to the role:
- 3+ years’ experience as a Customer Success Manager
- 1-2+ years’ experience supporting Enterprise customers in a CSM role
- Desire to work with demanding, multi-national customers
- Established CSM who is self-motivated and customer-focused
- Salesforce & excel required, Gainsight (nice to have)
- 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
- Proven ability to work with all members of our team (business development, software development, and product management)
- The desire and ability to learn and be coached
- Position is open to remote candidates located in the United States, except for: Alaska, Hawaii, Louisiana, Montana, North Dakota, Oregon, West Virginia. We have a preference for those located in Austin, Texas
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.
Position is open for remote location in the United States except for in the following states: Alaska, Hawaii, Louisiana, Montana, North Dakota, Oregon, West Virginia, and US territories.
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/
Top Skills
What the Team is Saying
What We Do
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. Our team of in-house intelligence analysts and meteorologists work around the clock to monitor thousands of data sources around the world, providing our customers and employees with verified, credible information to protect them from impending threats.
AlertMedia has been recognized both nationally and locally for its exceptional company culture, most recently being named to Inc. Magazine’s Best Workplaces list for 2023. We were also named to Forbes’ list of America’s Best Startup Employers for two consecutive years, Austin Business Journal’s Best Places to Work for six consecutive years, and Built In Austin’s 100 Best Places to Work in Austin.
Located in the heart of downtown Austin in the "smartest building in the city", AlertMedia inspires and invests in our employees through continuous developmental experiences, including Career Month, community volunteering, mentorship programs, Employee Resource Groups, and weekly "Tuesday Lunches" where the company comes together to learn about and discuss any business updates. AlertMedia also facilitates a robust internship program, working with universities (including HBCUs), non-profit organizations like Hiring Our Heroes, and similar partners to invest in the future of our diverse workforce.
Why Work With Us
AlertMedia employees have a strong connection to our mission and product. An anonymous employee survey recently revealed 99% of our people feel the work they do is important and making a direct impact, 94% feel our diverse, grow-from-within culture is collaborative and supportive, and 92% are taking advantage of our career development opportunities
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AlertMedia Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid policy provides flexibility so employees can work and collaborate from home or in our Austin offices, either full- or part-time. We ask employees in Austin to join us on Tuesday for company-sponsored lunch to connect and learn together.
