Customer Success Manager, Mid-Market
AlertMediaAustin, Texas
Full Time
Posted May 30, 2025
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Job Description
The Customer Success Manager at AlertMedia is responsible for managing strategic customer relationships, driving adoption and retention, and supporting account growth through consultative partnership and effective communication within a SaaS environment.
Key Responsibilities
- Build and maintain strong relationships with customers
- Identify, measure, and execute strategies to achieve positive business outcomes for customers
- Evaluate and proactively manage risks to ensure customer retention and value realization
- Support account growth through adoption, cross-sell, and upsell initiatives
- Conduct Quarterly Business Reviews to communicate value and provide recommendations
- Consult with customers on data automation solutions and support configurations
- Respond promptly and thoughtfully to customer inquiries
- Stay informed about new product developments and train customers accordingly
- Communicate customer feedback to product management
- Manage customer data and interactions using Gainsight and Salesforce
Requirements
- 3-5 years experience as a Customer Success Manager
- Experience with Excel required
- Experience with Salesforce highly preferred
- Gainsight experience a plus
- Established Customer Success Manager who is self-motivated and customer-focused
- Outstanding verbal and written communication skills
- Strong listening skills with the ability to work with a variety of customer profiles
- Excellent project management skills with proven ability to prioritize
- Strong analytical, negotiation, and creative problem-solving skills
- Proven ability to work with all members of the team including business development, software development, and product management
- Desire and ability to learn and be coached
- This is an in-office, hybrid position requiring 2 days a week in the downtown Austin, Texas headquarters
Benefits & Perks
Competitive base salary
Company-wide bonus program
Generous and flexible time and parental leave policies
Health benefits - Medical, Dental, Vision and Life Insurance 100% paid for employees
401K with a generous company match
Access to brand new downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
Ongoing career development opportunities with our Learning and Development team
Amazing rewards and incentives
Recognition as a Best Places to Work company for 9 years in a row
Opportunities to give back through community service
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