SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
AlertMedia is a leading risk intelligence and response platform trusted by the largest companies globally to protect their people and assets. The company is a high-growth, PE-backed SaaS organization with 4,000+ clients, a unified platform, 7+ years of AI innovation, and a customer NPS of 70+.
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 ARR while providing the highest level of partnership. This role works closely with Executive and Senior Leadership, Implementation, 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:
- Own and execute short-term and long-term success strategies for strategic accounts, including stakeholder mapping, success planning, and long-term value realization
- Act as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and readiness initiatives
- Lead internal cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors while maintaining accountability for customer outcomes
- Build strong relationships with customers in the Strategic Segment
- Evaluate risk management for each customer and proactively drive retention through value propositions and best practices
- Manage personal touchpoints to drive ongoing customer experiences
- Conduct effective business reviews to highlight realized value and communicate recommendations and new features
- Regularly communicate with Senior and Executive Leadership internally and leverage them as partners
- Consult with customers to determine the best data automation options for their needs and support configurations for matrixed organizations
- Respond to all customer inquiries in a thoughtful and timely manner
- Effectively track all customer communication in Gainsight
The ideal candidate approaches each relationship with a partnership mentality and employs a consultative, tailored approach to ensure each customer successfully meets 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
- Established CSM who is self-motivated and customer-focused
- Must have the legal right to work in Ireland without sponsorship now and in the future
