Strategic Customer Success Manager

Alert Media, Inc.; United States; À distance; USD 101 000 - 134 000; Plein temps

Avantages offerts par ce poste

Health insurance

Remote-first work environment

Performance bonus

Résumé du poste

Alert Media, Inc. is seeking an accomplished Strategic Customer Success Manager to own and grow the company’s largest accounts with $1M+ ARR in annual revenue.

You will drive adoption, retention, and expansion by partnering with executives, cross‑functional teams, and customers across global accounts. You’ll lead strategic guidance, readiness initiatives, and value realization while shaping roadmaps through close collaboration with Sales, Product, and Support.

Qualifications

• 5+ years’ experience as a Customer Success Manager.
• 3+ years’ experience supporting Enterprise customers in a CSM role of $1M+ ARR.
• Proven ability to operate as a trusted advisor to senior leaders and influence outcomes.

Responsabilités

• Own and execute short- and long-term success strategies for strategic accounts.
• Lead cross-functional account discussions with Implementation, Support, Product, Sales, and executives.
• Build strong relationships and drive adoption, retention, and expansion in high-value accounts.
• Conduct business reviews to highlight value and recommend new features.

Connaissances

Strategic thinking

Customer advocacy

Stakeholder management

Executive communication

Multinational experience

Outils

Gainsight

Salesforce

Description du poste

Do work that matters.

At the company, we're the leading Risk Intelligence and Response company helping organizations protect their people and businesses. Our mission is simple but critical: to save lives and minimize loss by identifying emerging threats worldwide and enabling timely communication when emergencies impact personal safety or 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
• Our reputation is priceless, Hard work pays off

OurStrategicCustomer Success Managertakesownershipofthecompany’smostcomplexandhighvaluecustomerrelationships.Theyfocusonasmallernumberofstrategicaccounts,butwithsignificantlyhigherARR,providingthehighestlevelofpartnership. WorkingcloselywithourExecutiveandSeniorLeadershipTeam,ImplementationTeam,CustomerSupport,Marketing,Product,andSalesTeams,theyreareasonable forexecutingstrategicguidance,drivingadoption,conductingeffectiveBusinessReviews,supportingcustomerhealth,retention,andgrowth. TheStrategicCSMapproacheseachrelationshipwithapro“partnership”mentalityandemploysaconsultativeandtailoredapproachtoensureeachcustomersuccessfullymeetstheirgoals.Who you are:

You are an accomplishedStrategic Customer SuccessManagerwith proven successsupportingthelargestglobalcustomers, managingcomplexbooks ofbusinessupwards of$6M+ in annual revenue. You think strategicallyabout drivingadoption, retention, and expansion across high-value accounts. You are a thought leader and enjoy partnering with colleagues to develop innovative, scalable strategies. You take a proactive, thoughtful 1:1 approach to Customer Success and value a true“we’re all in this together”mentality.

What you get to do every day:

• Own and execute short term and long-term success strategies for Strategic accounts, including stakeholder mapping, success planning, and long-term value realization
• Act as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and readiness initiatives
• Lead internal, cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors whilemaintainingaccountability for customer outcomes.
• Build strong relationships with our customersin the Strategic Segment
• Evaluate risk management for each customer and proactively strive for value propositions andutilizebest practices to drive retention
• Manage a series of personal touchpoints and to drive ongoing customer experiences
• Conduct effective business reviewsto highlight the customer’s realized value and communicate recommendations and new features
• Regularly communicate with Senior and Executive Leadership internally andleveragethem as partners tomaintainthe partnership growing and moving forward
• Consult with customers todeterminethe best data automationoptionfor their needs and be able to support configurations for matrixed organizations
• Respond to all customer inquiries in a thoughtful andtimelymanner
• Effectively track all customer communication in Gainsight

What you bring to the role:

• 5+ years’ experience as a Customer Success Manager
• 3+ years’ experience supporting Enterprise customers in a CSMroleof$1M + ARR
• Proven ability tooperateas a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority
• Desire to work with demanding, multi-national customers
• Established CSM who is self-motivated and customer-focused
• Gainsight & Salesforce required
• Outstanding verbal and written communication skills
• Strong listening skills with the ability to work with a variety of customer profiles
• Strong executive presence with proven ability to influence decision-making at all levels.
• Proven ability to work with all members of our team (sales, software development, and product management)

Location: Remote in the Republic of Ireland. Must be located in the Republic of Ireland.

Sponsorship: the company does not sponsor. Must have the legal right to work in Ireland without sponsorship now and in the future.

Why you’ll love working at the company:

• Competitive base salary
• Company-sponsored health and life insurance
• Ireland statutory auto-enrolment pension (My Future Fund) with employer contributions
• Eligibility for a discretionary annual performance bonus
• 20 days of paid vacation, plus all Irish public holidays
• Remote-first work environment
• Statutory leave and company sick leave benefits
• Recognition, rewards, and team celebrations that recognize great work
• Opportunities to give back through company-supported community service initiatives
• Named a Best Places to Work for 10 consecutive years, along with numerous other workplace awards
• Ongoing learning and career development through our dedicated Learning & Development team—we're committed to investing in your growth

About the company:

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, and equitable workplace for all people is key to our success and core to our values. 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'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.the company.com.

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