Customer Success Manager, Mid-Market

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 & 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 As one of the fastest growing SaaS start-up companies in the nation ,   we’re  focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand. Our  Customer Success Manager takes ownership of AlertMedia’s customer relationships, which we value above all else. They focus on strategic accounts to provide the highest level of consultative partnership. Working closely with our Implementations Team, Customer Support, Marketing, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective QBRs, supporting customer health, retention, and growth. 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 customers through a strategic lens. You think critically to drive adoption, retain, and expand your accounts. You are a thought leader in managing strategic accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy identifying themes across your customer based to better inform a proactive and thoughtful 1x1 approach to Customer Success. You value a "we're all in this together" mentality.      What you get to every day:      Build strong relationships with our customers    Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers   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 Account Management 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    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    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:      2-3 years’ experience as a Customer Success Manager     Experience with Salesforce, Excel & Gainsight (a plus)   Desire to work with demanding, multi-national customers    Established CSM who is self-motivated and customer-focused    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     Location: This is an in office, hybrid position (2 days a week) in our downtown Austin, Texas headquarters   Sponsorship: AlertMedia does not sponsor candidates Why you’ll love working at AlertMedia:      At AlertMedia, you won’t just build your career — you’ll be part of something meaningful, surrounded by people who genuinely care about the work and each other.   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 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 10 years in a row and numerous other awards    Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails    Ongoing career development opportunities through our Learning & Development team     You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture   About  AlertMedia :      AlertMedia , backed by Vista Equity Partners, 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