Strategic Customer Success Manager

The Strategic Customer Success Manager at AlertMedia is responsible for managing and growing high-value, complex customer accounts by driving adoption, retention, and expansion through strategic partnership, cross-functional collaboration, and tailored success planning. Key Responsibilities Own and execute success strategies for strategic accounts, including stakeholder mapping and success planning Act as the voice of the customer internally to influence product and go-to-market strategies Lead cross-functional account discussions and coordinate efforts across teams to ensure customer outcomes Build and maintain strong relationships with high-value customers Evaluate risk and proactively drive retention and value realization Conduct business reviews to demonstrate customer value and communicate recommendations Manage ongoing customer communication and track interactions in Gainsight Support customer configurations and data automation solutions tailored to client needs Requirements Proven success supporting the largest global customers, managing complex books of business upwards of 6 million dollars in annual revenue. An accomplished Strategic Customer Success Manager with at least 5 years of experience as a Customer Success Manager. At least 3 years of experience supporting Enterprise customers in a Customer Success Manager role with 1 million dollars or more in Annual Recurring Revenue (ARR). Ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority. Established Customer Success Manager who is self-motivated and customer-focused. Experience with Gainsight and Salesforce is required. Outstanding verbal and written communication skills. Strong listening skills with the ability to work with a variety of customer profiles. Strong executive presence with proven ability to influence decision-making at all levels. Proven ability to work with all members of the team including sales, software development, and product management. This position requires working in an office, hybrid model, 2-3 days a week at the downtown Austin, Texas headquarters. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future. Ability to build and maintain strong relationships with customers in the Strategic Segment. Ability to evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention. Ability to manage a series of personal touchpoints and drive ongoing customer experiences. Ability to conduct effective business reviews to highlight the customer’s realized value and communicate recommendations and new features. Ability to regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain and grow the partnership. Ability to consult with customers to determine the best data automation options for their needs and support configurations for matrixed organizations. Responsiveness to all customer inquiries in a thoughtful and timely manner. Ability to effectively track all customer communication in Gainsight. 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 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 Recognition and rewards programs Opportunity to work in a meaningful, impactful role supporting global safety and emergency communication solutions #J-18808-Ljbffr