Do work that matters.
At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.
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 Enterprise Customer Success M an a g e r , 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 Impl eme ntation Team, Customer Support, Marketing, an d Sales Teams, they are responsible for executing strategic guid an ce, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, an d growth. Enterprise CSMs approach each relationship with a “ partnership ” mentality an d employ a consultative an d tailored approach to ensure each customer successfully meets their goals.
Who you are:
You are an accomplished Customer Success M an a g e r with proven success working with Enterprise customers. You think strategically to drive adoption, retain , an d exp an d your accounts. You are a thought leader in m an a g ing Enterprise accounts an d enjoy working with your colleagues to develop innovative strategies. You enjoy a proactive an d thoughtful 1x1 approach to Customer Success an d 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 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
Own cross-functional coordination for your accounts, serving as the internal point of accountability when multiple teams are involved to ensure seamless execution for the customer
Maintain executive alignment and visibility on your accounts through proactive updates and timely escalation when warranted
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
Emergency communications or risk response industry experience (nice to have)
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…