Strategic Customer Success Manager
The Strategic Customer Success Manager at AlertMedia is responsible for managing the company's most complex and high-value customer relationships. This role focuses on a select number of strategic accounts with significantly higher Annual Recurring Revenue (ARR), providing the highest level of partnership. The position involves close collaboration with Executive and Senior Leadership, Implementation, Customer Support, Marketing, Product, and Sales Teams to execute strategic guidance, drive adoption, conduct effective business reviews, and support customer health, retention, and growth. The Strategic CSM approaches each relationship with a partnership mentality and employs a consultative and tailored approach to ensure customers successfully meet their goals.
Key responsibilities include owning and executing short-term and long-term success strategies for strategic accounts, including stakeholder mapping, success planning, and long-term value realization. The role acts as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and readiness initiatives. It also involves leading internal, cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors while maintaining accountability for customer outcomes. Building strong relationships with customers in the strategic segment and evaluating risk management for each customer to proactively drive retention are also essential duties.
The ideal candidate has over 5 years of experience as a Customer Success Manager, with at least 3 years supporting enterprise customers in a CSM role managing $1M+ ARR. Proven ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority, is crucial. The role requires a self-motivated and customer-focused individual with outstanding verbal and written communication skills, strong listening skills, and the ability to work with a variety of customer profiles. Proficiency in Gainsight and Salesforce is required.
Compensation includes a competitive base salary plus a company-wide bonus program. Benefits encompass generous and flexible time off and parental leave policies, with health benefits—medical, dental, vision, and life insurance—100% paid for employees. A 401K plan with a generous company match is also offered. Additional perks include access to a new downtown office with 360-degree views of Austin, a high-tech building gym, and nearby running trails. Ongoing career development opportunities are available through the Learning & Development team.
AlertMedia fosters a collaborative and exciting workplace, emphasizing diversity, inclusion, and equity. The company has been recognized as a Best Places to Work company for 10 consecutive years and has received numerous other awards. Employees are part of a meaningful mission to save lives and minimize loss through effective communication, contributing to a fast-moving, global company with an award-winning culture.