Customer Success Manager, AlertMedia
Plus Company-Wide Bonus program
More information about location
2 days a week in office
Emergency communication provider
Be an early applicant
Emergency communication provider
201-500 employees
Be an early applicant
Plus Company-Wide Bonus program
More information about location
2 days a week in office
201-500 employees
Company mission
To save lives and minimize loss by facilitating timely, accurate, and relevant communications when an emergency situation threatens personal safety and business continuity.
Role
Who you are
- You are an accomplished Manager of Customer Success who thinks strategically to drive adoption, retention, and expansion
- You are a thought leader in managing CSM teams and enjoy working with your colleagues to develop innovative strategies
- You are proactive and thoughtful, approaching management with candor, compassion, and enthusiasm
- 3-5 years' experience in Customer Success, Account Management, or related role preferably in the SaaS industry, including 1-2 years of leading a Customer Success team
- Results-oriented leader with a hands-on approach and a passion for driving success
- Compassionate manager dedicated to attracting, developing, and retaining exceptional talent
- Strong interpersonal skills with a collaborative mindset, coupled with the ability to listen, coach, and implement new ideas effectively
- Excellent project management abilities with a proven track record of prioritizing tasks effectively
- Experience with Gainsight and Salesforce is a plus
- This is an in office, hybrid position (2 days a week) in our downtown Austin, Texas headquarters
What the job involves
- Our Manager, Customer Success within our Mid-Market Customer Success team at AlertMedia plays a pivotal role in driving customer satisfaction, retention, expansion, and overall company growth
- Reporting directly to the Director of Customer Success, you will lead and mentor a team of Mid-Market Customer Success Managers (CSMs) to ensure they excel in their roles and contribute to the success of our customers
- Collaborate with the Director, Customer Success and Mid-Market Customer Success Managers to develop and execute strategies that drive customer adoption, retention, and expansion of AlertMedia's solutions
- Lead efforts to meet company retention goals by identifying risks, providing solutions to prevent churn, and implementing initiatives to enhance customer satisfaction
- Proactively identify revenue-generating opportunities and work closely with cross-functional teams to execute initiatives
- Foster strong relationships with stakeholders across departments to gather feedback and insights for continuous improvement
- Take ownership of accurate forecasting and bandwidth management processes to ensure optimal team performance
- Regularly engage with customers to establish and strengthen relationships with senior leaders within their organizations
- Conduct regular career development discussions with direct reports and provide support for their professional growth
- Manage customer escalations effectively, ensuring timely resolution and maintaining customer satisfaction
Our take
Over the years, organizations have gradually increased their focus on employee safety and emergency preparedness, but the growing number of climate change-related incidents such as floods, wildfires and heatwaves have made this an urgent necessity. AlertMedia’s software enables businesses to quickly identify risks to their people or locations and communicate instantly with those impacted, ultimately minimizing response times during emergencies.
AlertMedia is the world’s leading provider of its kind due to its innovative two-way multichannel messaging system and threat intelligence, and has been experienced double digit annual revenue growth since its founding. The company supports thousands of organizations around the world including popular brands such as Walmart, JetBlue, Coca-Cola Bottling, DHL, and Volvo.
In 2021, AlertMedia signed an agreement to receive strategic growth investment from Vista Equity Partners, bringing in investment that will go towards accelerating its product roadmap and continuing expansion into new markets. This will ensure enterprises of all sizes are being protected during critical events.
Kirsty
Company Specialist
Insights
Company
Funding (last 2 of 6 rounds)
Apr 2020
$15m
SERIES C
Jan 2019
$25m
GROWTH EQUITY VC
Total funding: $57.1m
Company benefits
- 100& Paid Healthcare: Take advantage of fully paid medical, dental, vision, disability, and life insurance for employees and subsidized for dependents.
- Bonus: Participate in the company-wide annual bonus based on their collective success.
- Family Planning: Leverage their 100% paid parental and new child bonding leave—12 weeks off for primary caregivers and 4 weeks off for secondary caregivers
- Paid Sabbatical: Pursue your interests with six weeks of paid sabbatical leave after six years of service.
- Tuesday Lunch: Get together for transparent company updates from leadership while enjoying a meal on AlertMedia
- PTO: Unplug, rest, and recharge with a flexible time off policy that encourages work-life balance without worrying about counting days!
- Give Back: Join your coworkers in giving back to the Austin community through quarterly volunteer opportunities
- Team Building and Celebrations: Take part in company celebrations, team buildings, and peer-nominated value award recognition
Company values
- Humans not robots
- Customers always come first
- Work better together
- Simplicity is their strength
- Reputation is priceless
- Hard work pays off
Company HQ
Bouldin Creek, Austin, TX
Articles
Leadership
Brian Cruver
(Executive Chairman)Formerly was CEO for AlertMedia. Before that, co-founded and was CEO of both Xenex and Giveline. Experience in Business Development for Shell USA and Enron. Author of "Anatomy of Greed" published by Perseus Books.
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