Strategic Customer Success Manager

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   

Our Strategic Customer Success Manager takes ownership of AlertMedia’s most complex and high-value customer relationships. They focus on a smaller number of enterprise accounts, but with significantly higher ARR, providing the highest level of strategic partnership. Working closely with our Executive and Senior Leadership Team, Implementation Team, Customer Support, Marketing, Product, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. The Strategic CSM approaches each relationship with a “partnership” mentality and employs a consultative and tailored approach to ensure each customer successfully meets their goals. Additionally, they possess mastery of the entire product and feature offering, with a deep understanding of the value drivers and positive business outcomes our customers can achieve.  
  
Who you are:    

You are an accomplished Strategic Customer Success Manager with proven success supporting Strategic —and ideally Strategic and Enterprise—customers, managing complex books of business upwards of $6M+ in annual revenue. You think strategically to drive adoption, retention, and expansion across high-value accounts. You are a thought leader in Strategic account management and enjoy partnering with colleagues to develop innovative, scalable strategies. You take a proactive, thoughtful 1:1 approach to Customer Success and value a true “we’re all in this together” mentality. 

What you get to do every day:     

• Serve as the primary strategic advisor to senior and executive stakeholders, aligning AlertMedia’s platform to customer risk management, business continuity, and organizational priorities 
• Own and execute short term and long-term success and expansion strategies for Strategic Enterprise accounts, including stakeholder mapping, success planning, and long-term value realization 
• Act as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and enterprise readiness initiatives 
• Lead internal, cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors while maintaining accountability for customer outcomes. 
• 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 QBR/EBR’s to highlight the customer’s realized value and communicate recommendations and new features   
• Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward  
• Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations   
• Partner with 24/7 Support Team to provide quick and responsive ongoing technical and administr