Enterprise Customer Success Manager

AlertMedia; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

AlertMedia, Inc. is seeking an experienced Enterprise Customer Success Manager who will own relationships with large-scale customers and drive adoption, retention, and expansion.

You will partner with Implementation, Support, Marketing, and Sales to align on strategic guidance and measurable value for each account. You’ll conduct effective Quarterly Business Reviews, monitor customer health, and advocate for product enhancements that meet complex enterprise needs.

Job description

Do work that matters. 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

Our Enterprise Customer Success Manager, takes ownership ofAlertMedia’scustomer 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 and 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 customersin 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 to 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 be able to support configurations for matrixed organizations
• Own cross-functional coordination for your accounts,servingastheinternal point of accountabilitywhenmultipleteamsareinvolvedtoensureseamlessexecutionforthecustomer
• Maintain executive alignment and visibility on your accounts through proactive updates and timely esclation 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 product management teamin a cross-functional feedback lo