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AlertMedia is a leading risk intelligence and response platform trusted by over 4,000 clients globally. The company is a high-growth, PE-backed SaaS business with a unified platform, 7+ years of AI innovation, and a customer NPS of 70+.
The Customer Success Specialist will own the management of customer relationships for emerging SMB accounts, working closely with the Customer Support, Marketing, and Sales teams. This is an individual contributor role focused on driving customer engagement, adoption, and retention.
Key Responsibilities:
- Support SMB customers as a product expert to drive adoption and enable them to accomplish their goals
- Manage customer touchpoints with automated processes and innovative approaches
- Host customer webinars and facilitate customer collaboration
- Align with the Customer Success organization to identify growth and expansion opportunities through adoption, cross-sell, and upsell
- Evaluate health and assess risk for your book of business
- Partner with Customer Support to manage escalations requiring strategic oversight
- Respond to all customer inquiries within 1 business day
- 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
Workplace: Hybrid position (2 days per week) in downtown Mexico City (Reforma area) offices.
Requirements:
- 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
- Must have legal right to work in Mexico without sponsorship now and in the future
