10+ years of customer-facing leadership experience in SaaS, with 4+ years in a VP or Senior Director role.
Proven success in driving retention, expansion, and customer satisfaction at high-growth companies.
Strong executive presence for engaging with C-suite stakeholders.
Data-driven mindset with experience in modern customer success tools and AI insights.
Curiosity about AI's impact on Customer Success and a track record of practical application.
Passion for building high-performance teams with a commitment to high standards.
Alignment with AlertMedia's mission and values: customer-first, impact-driven, and safety-focused.
Responsibilities
Own the vision and strategy for the Customer Success department.
Recruit, mentor, and empower leaders and team members to maintain high standards.
Drive customer adoption, retention, and advocacy with measurable results.
Engage as a trusted advisor for strategic accounts, strengthening executive relationships.
Modernize playbooks and processes, incorporating AI-enabled workflows for customer experience.
Identify and implement AI tools to enhance customer interactions and team efficiency.
Collaborate with Product, Engineering, Sales, and Marketing to integrate customer insights into strategy.
Benefits
Competitive base salary plus company-wide bonus program.
Generous and flexible time off and parental leave policies.
100% health benefits coverage for employees, including medical, dental, vision, and life insurance.
Opportunity to work for a mission-driven company that saves lives during critical events.
Central role in scaling a fast-growing SaaS company in emergency communication.
Collaborative culture emphasizing trust, transparency, and innovation.
Leadership role in a talented organization making a significant impact for customers.
Rewards and incentives celebrating team achievements.
Commitment to community service with opportunities to give back.
Recognition as a Best Places to Work company for 10 consecutive years.
Access to a new downtown office with modern amenities and nearby running trails.
Ongoing learning and career development opportunities.
Full Job Description
We9re seeking an experienced and visionary Vice President, Customer Success to lead AlertMedia9s 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 AlertMedia9s growth, customer loyalty, and continued market leadership.
What You9ll Do
Own your function: Take responsibility for the Customer Success department9s 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.
What You Bring to the Role
10+ years of customer-facing leadership experience in SaaS, with at least 4+ years leading at scale in a VP or Senior Director role.
Proven success driving retention, expansion, and customer satisfaction at high-growth companies.
Executive presence with the ability to engage credibly at the C-suite level, both internally and with customers.
Data-driven, analytical approach with experience leveraging modern CS tools, systems, and AI-powered insights.
Genuine curiosity about how AI is transforming Customer Success, and a track record of turning that curiosity into practical team impact.
Passion for building high-performance teams and a belief in the importance of high standards.
Commitment to AlertMedia9s mission and values - customer-first, impact-driven, and dedicated to safety.
Why you9ll love working at AlertMedia:
Competitive base salary + 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!
Mission with impact: Join a company that9s saving lives and helping organizations protect their people during critical events.
High-growth environment: Play a central role in scaling one of the fastest-growing SaaS companies in emergency communication.
Collaborative culture: Be part of a team that values trust, transparency, and innovation.
Meaningful leadership: Lead a talented organization that makes a difference for customers when it matters most.
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
Access to brand new downtown office with 360-degree views of Austin, high-tech building gym, and nearby running trails
Ongoing learning and career development opportunities facilitated by our Learning & Development teams
About AlertMedia
AlertMedia is a software company that provides emergency communication solutions for businesses. The company was founded in 2013 and is headquartered in Austin, Texas. AlertMedia's platform allows businesses to quickly and easily communicate with their employees during emergencies, such as natural disasters or security threats. The company has been recognized for its innovative approach to emergency communication and has won several awards for its platform. AlertMedia has also been featured in numerous publications, including Forbes, The Wall Street Journal, and CNBC.
