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 the 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 Customer Success Manager Will take ownership of managing customer relationships, focusing on emerging customers and partnering closely with the Customer Support Team to foster success. Working closely with Customer Success, Customer Support, Marketing and Sales teams, responsible for driving engagement to support customer health, retention, and growth. Determined to achieve effective customer enablement and the highest possible satisfaction rates across the accounts they manage. Will ensure customer needs are always met and problems are solved quickly. Who you are: Excited to buy into our "customer love" mentality and motivated by going above and beyond for the customers you serve. A team player, an individual contributor with a roll‑up‑your‑sleeves mentality. Enjoy building relationships, community engagement, and driving adoption of all features of the AlertMedia platform. What you get to do every day: Support customers in the SMB segment as a product expert to drive adoption and enable them to accomplish their goals Manage customer touch points with automated processes and innovative approaches Host customer webinars and facilitate customer collaboration Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross‑sell, and upsell opportunities Evaluate health and assess risk for your book of business Partner with Customer Support to manage escalations requiring more strategic oversight Respond to all customer inquiries in a timely manner, within 1 business day Effectively track all customer communication and data in Gainsight and Salesforce Acquire industry knowledge related to general trends, use cases, and emerging technologies Ensure positive and productive customer experience to maintain software renewals Contribute to AlertMedia’s culture, values, and vision for the future Individual contributor role, not a manager role What you bring to the role: 2+ years’ experience in customer success management or account management Experience in a SaaS or Tech environment strongly preferred Salesforce or HubSpot experience preferred Strong organization and time management skills with ability to prioritize Comfort level managing a large volume of accounts Outstanding verbal and written communication skills Willingness to test and implement innovative ideas Experience with customer implementation and software adoption preferred Strong listening skills with ability to mirror and work with a variety of customer profiles Ability to work with all members of our team (customer support, business development, software development, and product management) Must be independent, self‑motivated, success‑driven, and adaptable Desire to work in a fast‑paced, challenging environment A vision for efficiency Desire to learn and be coached Location: Hybrid role with regular in‑office collaboration for candidates residing in Austin, TX or surrounding areas. Available to work from our downtown Austin headquarters. Sponsorship: Not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future. Why you’ll love working at AlertMedia: Competitive base salary + Uncapped commissions + 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: We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high‑growth, PE‑backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+ year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition. We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. By applying for the role, you agree that Alert Media will use your personal information in connection with the recruitment process and in accordance with our privacy policy – #J-18808-Ljbffr