The Customer Success Manager will take ownership of managing customer relationships, which we value above all else. This role will focus on emerging customers and partner closely with our Customer Support Team to foster success. In this key role, working closely with Customer Success, Customer Support, Marketing and Sales teams, they are responsible for driving engagement to support customer health, retention, and growth. The right candidate will be determined to achieve effective customer enablement, as well as the highest possible satisfaction rates across the accounts they manage. They will make sure customer needs are always met and problems are solved quickly.

Who you are:

You'd be excited to buy into our "customer love" mentality and are motivated by going above and beyond for the customers you serve. You are a team player, an individual contributor and have a roll-up-your-sleeves mentality when it comes to your customers and there is no task too big or too small to best support them. You enjoy building relationships, community engagement, and driving adoption of all features of the AlertMedia platform.

What you get to do every day:

• Support our customers in the SMB segment as a product expert to drive adoption and enable them to accomplish their goals
• Manage customer touch points with automated processes and innovative approaches
• Host customer webinars and facilitate customer collaboration
• Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Evaluate health and assess risk for your book of business
• Partner with our Customer Support team to manage escalations requiring more strategic oversight
• Respond to all customer inquiries in a timely manner, within 1 business day
• Effectively track all customer communication and data in Gainsight and Salesforce
• Acquire industry knowledge related to general trends, use cases, and emerging technologies
• Ensure positive and productive customer experience to maintain software renewals
• Contribute to AlertMedia's culture, values, and vision for the future
• This is an individual contributor role and not a manager role

What you bring to the role:

• 2+ years' experience in customer success management or account management
• Experience in a Saas or Tech environment strongly preferred
• Salesforce or Hubspot experience preferred
• Strong organization and time management skills with ability to prioritize
• Comfort level managing a large volume of accounts
• Outstanding verbal and written communication skills
• Willingness to test and implement innovative ideas
• Experience with customer implementation and software adoption preferred
• Strong listening skills with the ability to mirror and work with a variety of customer profiles
• Ability to work with all members of our team (customer support, business development, software development, and product management)
• Must be independent, self-motivated, success-driven, and adaptable
• The ability and desire to work in a fast-paced, challenging environment
• A vision for efficiency
• The desire to learn and be coached

Location: This is a hybrid role with regular in-office collaboration for candidates residing in Austin, TX or surrounding areas available to work from our downtown headquarters

Sponsorship: This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future

Why you'll love working at AlertMedia:

• Competitive base salary + Uncapped commissions + 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
• Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
• 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