Director, Strategic Customer Success

You’re a seasoned customer success leader who thrives in high-stakes, high-visibility environments. You bring deep experience partnering with large, global organizations—navigating complex structures, aligning diverse stakeholders, and building trust from frontline users to executive leadership. You understand how to translate business objectives into meaningful customer outcomes, and you’re equally comfortable leading a strategic conversation in the boardroom as you are driving adoption with operational teams. You communicate with clarity, purpose, and confidence. You ask the right questions, listen actively to uncover underlying needs, and aren’t afraid to challenge assumptions when it serves the customer’s success. Your assertiveness is balanced by empathy—you know when to push, when to guide, and when to step back and truly hear what’s being said. You take ownership end-to-end. Accountability isn’t just a principle—it’s how you operate. You follow through, close loops, and hold yourself and others to a high standard. When issues arise, you lean in with urgency and transparency, focusing on solutions and long-term trust. You’re energized by complexity and scale. You excel at coordinating across multiple departments, both internally and within your customers’ organizations, to drive alignment and measurable impact. You bring structure where there is ambiguity, and you elevate the people and processes around you. Above all, you are driven by outcomes—committed to delivering value, strengthening partnerships, and ensuring customers realize the full potential of AlertMedia. • 8+ years of experience in Customer Success, Account Management, or a related field, with a focus on enterprise or strategic accounts • 3+ years experience in managing Customer Success Teams focusing on enterprise or strategic accounts • 3 years actively using Gainsight on a daily basis, including data entry, dashboard requirements and use, and 3 years working with Salesforce as the primary system of record • Demonstrated success driving customer retention, renewals, and expansion (NRR/GRR ownership preferred) • Strong executive presence with experience engaging VP and C-level stakeholders • Strategic mindset with the ability to align customer goals to business outcomes and ROI • Proven ability to identify risks early and develop effective mitigation plans • Experience leading cross-functional initiatives and influencing without direct authority • Data-driven approach to managing customer health, adoption, and success metrics • Excellent English communication skills, both verbal and written • This is a full-time , hybrid position (2 days a week) based in Austin, Texas. Must live in Austin or the surrounding areas • 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