Enterprise Customer Success Manager

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.

Our core values drive us in our important mission of keeping people safe & informed:

• We’re humans not robots
• Customers always come first
• We work better together
• Simplicity is our strength
• Our reputation is priceless
• Hard work pays off

Enterprise Customer Success Manager takes ownership of AlertMedia’s customer relationships, which we value above all else. They focus on Enterprise accounts to provide the highest level of strategic partnership. Working closely with our Implementation Team, Customer Support, Marketing, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Quarterly Business Reviews, supporting customer health, retention, and growth. Enterprise CSMs approach each relationship with a “partnership” mentality and employ a consultative, tailored approach to ensure each customer successfully meets their goals.

Who you are:

You are an accomplished Customer Success Manager with proven success working with Enterprise customers. You think strategically to drive adoption, retain, and expand your accounts. You are a thought leader in managing Enterprise accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy a proactive and thoughtful 1x1 approach to Customer Success and value a “we’re all in this together” mentality.

What you get to every day:

• Build strong relationships with our customers in the enterprise category
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
• Align with the Customer Success organization and Expand Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Manage a series of personal touchpoints and drive ongoing customer experiences
• Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
• Consult with customers to determine the best data automation option for their needs and support configurations for matrixed organizations
• Own cross-functional coordination for your accounts, serving as the internal point of accountability when multiple teams are involved to ensure seamless execution for the customer
• Maintain executive alignment and visibility on your accounts through proactive updates and timely escalation when warranted
• Respond to all customer inquiries in a thoughtful and timely manner
• Keep track of new product developments and strategically inform/train customers on them
• Communicate desired software requirements to the product management team in a cross-functional feedback loop
• Diligently manage Gainsight and Salesforce data to effectively manage your book of business
• Contribute to AlertMedia’s culture, values, and vision for the future

What you bring to the role:

• 3+ years’ experience as a Customer Success Manager
• 1-2+ years’ experience supporting Enterprise customers in a CSM role
• Emergency communications or risk response industry experience (nice to have)
• Desire to work with demanding, multi-national customers
• Established CSM who is self-motivated and customer-focused
• Salesforce & Excel required, Gainsight (nice to have)
• Outstanding verbal and written communication skills
• Strong listening skills with the ability to work with a variety of customer profiles
• Excellent project management skills with proven ability to prioritize
• Strong analytical, negotiation, and creative problem-solving skills
• Proven ability to work with all members of our team (business development, software development, and product management)
• The desire and ability to learn and be coached