Senior Enterprise CSM | Growth & Retention

Jobicy; United States; Remote; USD 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Competitive base salary + bonus

Flexible time and parental leave

Health benefits: Medical, Dental, and

Vision and Life Insurance

401K with company match

Awards and recognition

Austin office with 360° views

Learning and Development

Zusammenfassung

AlertMedia is seeking an experienced Enterprise Customer Success Manager to own strategic partnerships with large accounts. You will drive adoption, retention, and growth while coordinating with Implementation, Support, Marketing, and Sales to deliver measurable value.

You’ll manage risk, conduct quarterly business reviews, and tailor data-driven solutions across matrixed organizations. A proactive, collaborative mindset and strong communication skills are essential for success in a

Qualifikationen

• 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.
• 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.

Aufgaben

• Build strong relationships with enterprise customers.
• Evaluate risk management 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, 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 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

Kenntnisse

Customer Success Management

Strategic relationship building

Cross-functional collaboration

Communication (oral/written)

Problem solving

Learning agility

Tools

Salesforce

Gainsight

Excel

Jobbeschreibung

AlertMedia is seeking an experienced Enterprise Customer Success Manager to own strategic partnerships with large accounts. You will drive adoption, retention, and growth while coordinating with Implementation, Support, Marketing, and Sales to deliver measurable value.

You’ll manage risk, conduct quarterly business reviews, and tailor data-driven solutions across matrixed organizations. A proactive, collaborative mindset and strong communication skills are essential for success in a