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 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

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:   

• 3-5 years’ experience as a Customer Success Manager   
• Experience with Excel required 
• Experience with Salesforce highly preferred & Gainsight (a plus) 
• Desire to work with demanding, multi-national customers