Do work that matters.
At AlertMedia, we're the leading Risk Intelligence and Response company helping organizations protect their people and businesses. Our mission is simple but critical: to save lives and minimize loss by identifying emerging threats worldwide and enabling timely communication when emergencies impact personal safety or business continuity.
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
We're seeking an experienced and visionary Vice President, Customer Success to lead AlertMedia's Customer Success organization. This executive will be responsible for ensuring customers realize extraordinary value from our solutions, achieve their safety and security goals, and build a long-term, trusted partnership with AlertMedia.
You will define the strategic direction of Customer Success, lead and develop a high-performing team, and partner cross-functionally to shape the AlertMedia customer journey - including how AI and automation reshape that journey going forward. This is a highly visible role that will directly impact AlertMedia's growth, customer loyalty, and continued market leadership.
What You'll Do
- Own your function: Take responsibility for the Customer Success department's vision and strategy, people, and outcomes.
- Grow talent: Recruit, mentor, and empower leaders and individual contributors across Customer Success, maintaining exceptionally high standards.
- Drive outcomes: Drive adoption, retention and customer advocacy, delivering measurable results across all customer segments.
- Engage at the executive level: Serve as a trusted advisor and executive sponsor for strategic accounts, strengthening long-term relationships with customer leadership teams.
- Build to scale: Modernize playbooks, processes, and systems - including AI-enabled workflows - to deliver a consistently exceptional experience at every stage of the customer lifecycle.
- Lead with AI: Identify, implement, and scale AI tools and processes that enhance the customer experience and free the team to focus on high-value, relationship-driven work.
- Be the voice of the customer: Partner with Product, Engineering, Sales, and Marketing to bring customer insights into innovation, roadmap, and go-to-market strategy - including how AI-driven capabilities shape future offerings.
What You Bring to the Role
- 10+ years of customer-facing leadership experience in SaaS, with at least 4+ years leading at scale in a VP or Senior Director role.
- Proven success driving retention, expansion, and customer satisfaction at high-growth companies.
- Executive presence with the ability to engage credibly at the C-suite level, both internally and with customers.
- Data-driven, analytical approach with experience leveraging modern CS tools, systems, and AI-powered insights.
- Genuine curiosity about how AI is transforming Customer Success, and a track record of turning that curiosity into practical team impact.
- Passion for building high-performance teams and a belief in the importance of high standards.
- Commitment to AlertMedia's mission and values - customer-first, impact-driven, and dedicated to safety.
Why you’ll love working at AlertMedia:
- 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!
- Mission with impact: Join a company that’s saving lives and helping organizations protect their people during critical events.
- High-growth environment: Play a central role in scaling one of the fastest-growing SaaS companies in emergency communication.
- Collaborative culture: Be part of a team that values trust, transparency, and innovation.
- Meaningful leadership: Lead a talented organization that makes a difference for customers when it matters most.
- Amazing rewards and incentives – we love celebrating each other!
- Commitment to community service with opportunities to give back
- A Best Places to Work company 10 years in a row and numerous other awards
- Access to brand new downtown office with 360-degree views of Austin, high-tech building gym, and nearby running trails
- Ongoing learning and career development opportunities facilitated by our Learning & Development teams
About AlertMedia:
We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.
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.
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/
Skills Required
- 10+ years of customer-facing leadership experience in SaaS
- At least 4 years leading at scale in a Vice President or Senior Director role
- Proven success driving retention, expansion, and customer satisfaction at high-growth companies
- Executive presence and ability to engage credibly with C-suite stakeholders
- Data-driven, analytical approach using modern Customer Success tools, systems, and AI-powered insights
- Experience turning AI transformation opportunities into practical team impact
- Ability to build and lead high-performance teams
- Commitment to AlertMedia’s mission and values
What the Team is Saying
AlertMedia Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is described as 100% employer-paid for employees, with dependent coverage subsidized. Multiple sources highlight medical, dental, and vision as standout elements of the package.
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Parental & Family Support — Paid parental leave is presented as generous, offering up to 16 weeks for birthing parents and 6 weeks for secondary caregivers, alongside family-forming and fertility support. Resources such as Carrot Fertility and dependent-care options are also emphasized.
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Leave & Time Off Breadth — Time off is structured around flexible/unlimited PTO and includes a six-week paid sabbatical after six years of service. This combination is positioned to support work-life balance and extended recharge.
AlertMedia Insights
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
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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.
