Strategic Customer Success Manager

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 Strategic Customer Success Manager takes ownership of AlertMedia’s most complex and high-value customer relationships. They focus on a smaller number of strategic accounts, but with significantly higher ARR, providing the highest level of partnership. Working closely with our Executive and Senior Leadership Team, Implementation Team, Customer Support, Marketing, Product, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Business Reviews, supporting customer health, retention, and growth. The Strategic CSM approaches each relationship with a “partnership” mentality and employs a consultative and tailored approach to ensure each customer successfully meets their goals.

Who you are:

You are an accomplished Strategic Customer Success Manager with proven success supporting the largest global customers, managing complex books of business upwards of $6M+ in annual revenue. You think strategically about driving adoption, 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 while maintaining accountability for customer outcomes.
• Build strong relationships with our customers in the Strategic Segment
• Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
• Manage a series of personal touchpoints and to drive ongoing customer experiences
• Conduct effective business reviews to highlight the customer’s realized value and communicate recommendations and new features
• Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward
• Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
• Respond to all customer inquiries in a thoughtful and timely manner
• 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 CSM role of $1M + ARR
• Proven ability to operate as 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: This role has a strong preference to be a hybrid position (2 days a week in-office) based in our Windsor office where you'll have the opportunity to collaborate with our amazing team!

Sponsorship: AlertMedia does not sponsor. Must have legal right to work in the United Kingdom.

Why you’ll love working at AlertMedia:

At AlertMedia, you won’t just build your career — you’ll be part of something meaningful, surrounded by people who genuinely care about the work and each other.

• Competitive base salary + Variable Commission + Company-wide bonus program
• Generous and flexible time off and parental leave policies
• Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
• 401K with generous company match
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 10 years in a row and numerous other awards
• Ongoing career development opportunities through our Learning & Development team
• You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture

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, 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.alertmedia.com.

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

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/