Customer Success Specialist, SMB Mexico City, Mexico

Alert Media, Inc.; Ciudad de México; Hybrid; MXN 446,000 - 725,000; Full time

Benefits offered by this job

Annual bonus

Medical, dental, and vision coverage

Parental leave

Vacation/holiday policy

Work-from-home stipend

Equipment provided

Language immersion program

Career development

Job summary

AlertMedia, Inc. in Mexico City is seeking a Customer Success Specialist to drive adoption of the Risk Intelligence and Response platform, manage customer relationships, and ensure health and renewals for SMB accounts.

You will partner with Support, Marketing, and Sales to foster engagement, run webinars, and track health metrics in Gainsight and Salesforce. Bilingual English/Spanish required in a fast-paced, hybrid environment.

Qualifications

• 2+ years’ experience in customer success management or account management.
• Experience in a SaaS or tech environment preferred.
• Salesforce or HubSpot experience preferred.
• Bilingual English/Spanish required.
• Strong organizational and time-management skills.

Responsibilities

• Support SMB customers as a product expert to drive adoption and enable success.
• Manage customer touchpoints with automated processes and innovative approaches.
• Host customer webinars and facilitate collaboration.
• Align with Customer Success to grow existing accounts through adoption, cross-sell, and upsell.
• Evaluate health and risk for your book of business.
• Partner with Support to manage escalations requiring strategic oversight.
• Respond to customer inquiries within 1 business day.
• Track all customer communication in Gainsight and Salesforce.
• Acquire industry knowledge on trends and use cases.

Skills

Customer success

Account management

SaaS/Tech experience

Salesforce/HubSpot

Communication

Bilingual EN/ES

Tools

Salesforce

HubSpot

Job description

At AlertMedia, we help organizations protect their people, operations, and brand. Our modernRisk Intelligence and Response platformempowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform.

Ourcorevaluesdrive us in our important mission of keeping people safe & informed:

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

The Customer Success Specialist will take ownership of managing customer relationships, which we value above all else. This role will focus on emerging customers and partner closely with our Customer Support Team to foster success. In this key role, working closely with Customer Success, Customer Support, Marketing and Sales teams, they are responsible for driving engagement to support customer health, retention, and growth. The right candidate will be determined to achieve effective customer enablement, as well as the highest possible satisfaction rates across the accounts they manage. They will make sure customer needs are always met and problems are solved quickly.

As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand!

Who you are:

You'd be excited to buy into our "customer love" mentality and are motivated by going above and beyond for the customers you serve. You are a team player, an individual contributor and have a roll-up-your-sleeves mentality when it comes to your customers and there is no task too big or too small to best support them. You enjoy building relationships, community engagement, and driving adoption of all features of the AlertMedia platform.

What you get to do every day:

• Support our customers in the SMB segment as a product expert to drive adoption and enable them to accomplish their goals
• Manage customer touch points with automated processes and innovative approaches
• Host customer webinars and facilitate customer collaboration
• Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Evaluate health and assess risk for your book of business
• Partner with our Customer Support team to manage escalations requiring more strategic oversight
• Respond to all customer inquiries in a timely manner, within 1 business day
• Effectively 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 for the future
• This is an individual contributor role and not a manager role

What you bring to the role:

• 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 implementationand software adoption preferred
• Strong listening skills with the ability to mirror and work with a variety of customer profiles
• Ability to work with all members of our team (customer support, business development, software development, and product management)
• Must be independent, self-motivated, success-driven, and adaptable
• The ability and desire to work in a fast-paced, challenging environment
• A vision for efficiency
• The desire to learn and be coached
• Bilingual English/Spanish a must

Location:

This is a hybrid position (2 days a week) in our downtown Mexico City (Reforma area) offices.

Sponsorship:

AlertMedia does not sponsor. Must have the legal right to work in Mexico without sponsorship now and in the future.

Why you’ll love working at AlertMedia:

• Annual Company Bonus
• 100% Employer-Paid Medical, Dental, and Vision Coverage
• Parental Leave Program
• Generous Vacation and Holiday Policy
• Monthly Work-from-Home Stipend
• All Necessary Equipment Provided:Laptop, monitor and accessories
• Recognition & Rewards:We celebrate wins big and small
• Language Immersion Program with employees spread out across the globe (English, Spanish, etc...depending on your interest)
• Continuous Learning & Growth: From mentorship and tech talks to personalized 1:1 career development sessions, we’re deeply committed to investing in your professional journey
• Award Winning Culture:We’re passionate about the meaningful work we do—and even more grateful for the incredible people we get to do it with!

About AlertMedia:

We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most.We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe.Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, andequitableworkplace for all people is key to our success and core to ourvalues. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage.We'dlove to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com .

Come join us in our mission to save lives and minimize loss through effective communication.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in AlertMedia’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

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