Customer Success Manager

Alert Ops is a fast-growing SaaS incident alerting and on-call management platform, trusted by IT, Dev Ops, and site reliability teams. Our platform helps teams detect, route, and resolve critical incidents faster, cutting downtime and saving enterprises millions of dollars. We are passionate about our product and our customers, and we're constantly evolving. A career at Alert Ops means constantly challenging yourself to improve.

The Customer Success Manager is responsible for cultivating and maintaining strong relationships within assigned accounts, ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. This role works closely with our customers alongside Sales, Customer Support, Product Management, and Finance teams to ensure our services are delivered successfully.

• Bachelor's degree, preferably in Business Administration, Computer Science, Technology, or a related field
• Good understanding of IT Operations and SaaS applications
• 3 - 5 years in a customer-facing role, such as Customer Success, Customer Support, or Account Management
• Strong written and verbal communication skills; excellent presentation skills
• Confident, high-energy, self-motivated, and a true team player
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Well-organized, with a high attention to detail and ability to prioritize

• Build strong relationships with assigned customers, proactively resolving issues and providing a positive, customer-centric experience across their account
• Work with customers to ensure they are leveraging our services effectively and finding value
• Become an expert in Alert Ops and educate customers on the use and benefits of our products
• Maintain a revenue base by managing account retention and renewal
• Drive upgrade revenue through increased product adoption and usage
• Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and resolve customer issues
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Efficiently manage time to focus on essential activities that ensure customer satisfaction, account renewal, and account growth
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes

8:00am-5:00pm (Central Time)

This is a hybrid role based in Bloomingdale, IL, with in-office days Tuesday, Wednesday, and Thursday.

Competitive salary, commensurate with experience, plus a comprehensive benefits package including health and vision insurance, 401(k), and paid time off.

Alert Ops is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected characteristic.