Vice President of Customer Success

Alert Media, Inc.; Austin (TX); On-site; USD 180,000 - 260,000; Full time

Benefits offered by this job

100% Paid Healthcare

Annual bonus

Parental leave – 12 weeks

Paid sabbatical after 6 years

Team events & celebrations

Volunteer opportunities

Job summary

AlertMedia, Inc. in Austin, TX, seeks an experienced Vice President, Customer Success to lead the CS organization, set strategic direction, and scale a high-performing team.

This executive will ensure customers realize extraordinary value, achieve safety goals, and build lasting partnerships with AlertMedia. The role drives retention, expansion, and advocacy while partnering with Product, Engineering, Sales, and Marketing.

Qualifications

• 10+ years of customer-facing leadership experience in SaaS.
• At least 4+ years leading at scale in a VP or Senior Director role.
• Data-driven, analytical approach with experience leveraging CS tools and AI-powered insights.
• Genuine curiosity about how AI is transforming Customer Success and practical impact.

Responsibilities

• Define the strategic direction of the Customer Success organization.
• Lead and develop a high-performing team and partner cross-functionally to shape the customer journey.
• Drive adoption, retention, and customer advocacy with measurable results across segments.
• Engage at the executive level as a trusted advisor to strategic accounts and customer leadership teams.
• Modernize playbooks, processes, and systems, including AI-enabled workflows, to deliver exceptional experiences.
• Lead with AI to scale tools and processes that enhance the customer experience.

Skills

Leadership experience

SaaS customer success

AI/Automation

Executive presence

Data-driven

Strategic thinking

Team building

Job description

• We’re seeking an experienced and visionary Vice President, Customer Success to lead AlertMedia’s Customer Success organization
• This executive will be responsible for ensuring customers realize extraordinary value from our solutions, achieve their safety and security goals, and build a long-term, trusted partnership with AlertMedia
• You will define the strategic direction of Customer Success, lead and develop a high-performing team, and partner cross-functionally to shape the AlertMedia customer journey - including how AI and automation reshape that journey going forward
• This is a highly visible role that will directly impact AlertMedia’s growth, customer loyalty, and continued market leadership
• Own your function: Take responsibility for the Customer Success department’s vision and strategy, people, and outcomes
• Grow talent: Recruit, mentor, and empower leaders and individual contributors across Customer Success, maintaining exceptionally high standards
• Drive outcomes: Drive adoption, retention and customer advocacy, delivering measurable results across all customer segments
• Engage at the executive level: Serve as a trusted advisor and executive sponsor for strategic accounts, strengthening long-term relationships with customer leadership teams
• Build to scale: Modernize playbooks, processes, and systems - including AI-enabled workflows - to deliver a consistently exceptional experience at every stage of the customer lifecycle
• Lead with AI: Identify, implement, and scale AI tools and processes that enhance the customer experience and free the team to focus on high-value, relationship-driven work
• Be the voice of the customer: Partner with Product, Engineering, Sales, and Marketing to bring customer insights into innovation, roadmap, and go-to-market strategy - including how AI-driven capabilities shape future offerings

Benefits

• 100& Paid Healthcare: Take advantage of fully paid medical, dental, vision, disability, and life insurance for employees and subsidized for dependents.
• Bonus: Participate in the company-wide annual bonus based on their collective success.
• Family Planning: Leverage their 100% paid parental and new child bonding leave—12 weeks off for primary caregivers and 4 weeks off for secondary caregivers
• Paid Sabbatical: Pursue your interests with six weeks of paid sabbatical leave after six years of service.
• Tuesday Lunch: Get together for transparent company updates from leadership while enjoying a meal on AlertMedia
• PTO: Unplug, rest, and recharge with a flexible time off policy that encourages work-life balance without worrying about counting days!
• Give Back: Join your coworkers in giving back to the Austin community through quarterly volunteer opportunities
• Team Building and Celebrations: Take part in company celebrations, team buildings, and peer-nominated value award recognition

Proven success driving retention, expansion, and customer satisfaction at high-growth companies10+ years of customer-facing leadership experience in SaaS, with at least 4+ years leading at scale in a VP or Senior Director roleData-driven, analytical approach with experience leveraging modern CS tools, systems, and AI-powered insightsGenuine curiosity about how AI is transforming Customer Success, and a track record of turning that curiosity into practical team impactExecutive presence with the ability to engage credibly at the C-suite level, both internally and with customersCommitment to AlertMedia’s mission and values - customer-first, impact-driven, and dedicated to safetyPassion for building high-performance teams and a belief in the importance of high standards