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AlertMedia is seeking an experienced Vice President of Customer Success to lead the company's Customer Success organization. AlertMedia is a leading risk intelligence and response platform trusted by over 4,000 clients globally to protect their people and assets during critical situations. The company is PE-backed, high-growth SaaS with a strong market position, 7+ years of AI innovation, and a customer NPS of 70+.
In this executive role, you will define the strategic direction of the Customer Success function, lead and develop a high-performing team, and drive measurable outcomes across all customer segments. You will be responsible for ensuring customers realize extraordinary value from AlertMedia's solutions and achieve their safety and security goals, building long-term trusted partnerships.
Key responsibilities include:
- Own the Customer Success department's vision, strategy, people, and outcomes
- Recruit, mentor, and empower leaders and individual contributors, maintaining high standards
- Drive adoption, retention, and customer advocacy across all customer segments
- Serve as a trusted advisor and executive sponsor for strategic accounts, strengthening relationships with customer leadership teams
- Modernize playbooks, processes, and systems—including AI-enabled workflows—to deliver exceptional experiences at every stage of the customer lifecycle
- Identify, implement, and scale AI tools and processes that enhance customer experience and enable the team to focus on high-value, relationship-driven work
- Partner cross-functionally with Product, Engineering, Sales, and Marketing to bring customer insights into innovation, roadmap, and go-to-market strategy
- Lead the integration of AI-driven capabilities into future offerings
The role offers competitive base salary plus company-wide bonus program, generous and flexible time off and parental leave policies, and 100% employer-paid health benefits (medical, dental, vision, and life insurance).
Requirements: The posting does not explicitly state years of experience or specific required qualifications. However, the role expects an experienced and visionary executive with a track record of leading customer success organizations, managing high-performing teams, and driving measurable business outcomes in SaaS environments.
