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 core values drive us in our important mission of keeping people safe:
- 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.
- Intermediate to advanced Excel skills required.
- 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.
What we offer:
- Competitive base salary + Company-Wide Bonus program
- Generous and flexible time off 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 9 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
- Ongoing career development opportunities facilitated by 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 JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 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/
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 nine 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
Gallery
AlertMedia Teams
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.
