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AlertMedia is a leading risk intelligence and response platform trusted by the largest companies globally to protect their people and assets during emergencies. The company is a high-growth, PE-backed SaaS organization with 4,000+ clients, a customer NPS of 70+, and 7+ years of AI innovation.
The Strategic Customer Success Manager owns AlertMedia's most complex and high-value customer relationships, focusing on a smaller number of strategic accounts with significantly higher annual recurring revenue (ARR). This role requires close collaboration with Executive and Senior Leadership, Implementation, Customer Support, Marketing, Product, and Sales teams to execute strategic guidance, drive adoption, conduct effective business reviews, and support customer health, retention, and growth.
Key responsibilities include:
- Owning and executing short-term and long-term success strategies for strategic accounts, including stakeholder mapping, success planning, and value realization
- Acting as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and readiness initiatives
- Leading internal cross-functional account discussions and execution, coordinating teams while maintaining accountability for customer outcomes
- Building strong relationships with customers in the strategic segment
- Evaluating risk management and proactively driving retention through value propositions and best practices
- Managing personal touchpoints to drive ongoing customer experiences
- Conducting effective business reviews highlighting realized value and communicating recommendations
- Regularly communicating with senior and executive leadership to maintain partnership growth
- Consulting with customers on data automation options and supporting configurations for matrixed organizations
- Responding to customer inquiries thoughtfully and timely
- Tracking all customer communication in Gainsight
The ideal candidate approaches each relationship with a partnership mentality, employing a consultative and tailored approach to ensure customers successfully meet their goals.
REQUIREMENTS:
- 5+ years' experience as a Customer Success Manager
- 3+ years' experience supporting Enterprise customers in a CSM role managing $1M+ ARR
- Proven ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority
- Desire to work with demanding, multi-national customers
- Self-motivated and customer-focused mindset
- Ability to think strategically about driving adoption, retention, and expansion across high-value accounts
- Thought leadership capability and comfort partnering with colleagues to develop innovative, scalable strategies
