Customer Success Manager, Mid-Market

About Alert Media

At Alert Media, everything we do supports our mission:
To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.

Alert Media, backed by Vista Equity Partners, helps organizations protect their people and businesses through all phases of an emergency. Our award‑winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently.

Customer Success Manager takes ownership of Alert Media’s customer relationships, focusing on strategic accounts to provide the highest level of consultative partnership. Working closely with our Implementations Team, Customer Support, Marketing, and Sales Teams, the CSM is responsible for executing strategic guidance, driving adoption, conducting effective QBRs, supporting customer health, retention, and growth.

• Build strong relationships with our customers
• Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
• Align with the Customer Success organization and Account Management Team to support initiatives to grow and expand existing accounts through adoption, cross‑sell, and upsell opportunities
• Manage a series of personal and automated touchpoints and drive ongoing customer experiences
• Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
• Consult with customers to determine the best data automation option for their needs and support configurations for matrixed organizations
• Respond to all customer inquiries in a thoughtful and timely manner
• Keep track of new product developments and strategically inform/trains customers on them
• Communicate desired software requirements to product management team in a cross‑functional feedback loop
• Effectively track all customer communication in Gainsight
• Diligently manage Gainsight and Salesforce data to effectively manage your book of business
• Contribute to Alert Media’s culture, values, and vision for the future

• 2‑3 years’ experience as a Customer Success Manager
• Experience with Salesforce, Excel & Gainsight (a plus)
• Desire to work with demanding, multi‑national customers
• Established CSM who is self‑motivated and customer‑focused
• Outstanding verbal and written communication skills
• Strong listening skills with the ability to work with a variety of customer profiles
• Excellent project management skills with proven ability to prioritize
• Strong analytical, negotiation, and creative problem‑solving skills
• Proven ability to work with all members of our team (business development, software development, and product management)
• The desire and ability to learn and be coached

Location:

This is an in‑office, hybrid position (2 days a week) in our downtown Austin, Texas headquarters.

Sponsorship:
Alert Media does not sponsor candidates.

• Competitive base salary + 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!
• 401(k) with generous company match
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• 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

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.