Strategic Customer Success Manager

The Strategic Customer Success Manager at Alert Media 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.

• 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

• 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.

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