Strategic Customer Success Manager
AlertMediaAustin, Texas
Full Time
Posted February 3, 2026
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Job Description
The Strategic Customer Success Manager at AlertMedia is responsible for managing and growing high-value enterprise accounts by providing strategic guidance, fostering strong relationships, and ensuring customer success through adoption, retention, and expansion of the company's emergency communication solutions.
Key Responsibilities
- Serve as the primary strategic advisor to senior and executive stakeholders, aligning platform to customer priorities
- Own and execute success and expansion strategies for enterprise accounts, including stakeholder mapping and success planning
- Lead cross-functional account discussions and coordinate efforts across teams to ensure customer outcomes
- Build and maintain strong relationships with enterprise customers
- Evaluate risk management and proactively drive value propositions to support retention
- Support account growth through adoption, cross-sell, and upsell opportunities
- Conduct Quarterly Business Reviews to highlight value and communicate recommendations
- Communicate with senior leadership and leverage their support to grow customer relationships
- Partner with support and product teams to provide technical support and inform product development
- Track customer communication and maintain accurate account information in CRM systems
Requirements
- Proven success supporting Strategic and ideally Strategic and Enterprise customers, managing complex books of business upwards of 6 million dollars in annual revenue.
- Experience as a Customer Success Manager supporting Enterprise customers for at least 3 years.
- Ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority.
- Self-motivated and customer-focused with a demonstrated ability to work with demanding, multi-national customers.
- Proficiency in Salesforce and Excel is required.
- 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 tasks effectively.
- Strong analytical, negotiation, and creative problem-solving skills.
- Strong executive presence with the proven ability to influence decision-making at all levels.
- Proven ability to work collaboratively with sales, software development, and product management teams.
- Desire and ability to learn and be coached.
- This is an in-office, hybrid position requiring 2-3 days per week at the downtown Austin, Texas headquarters.
Benefits & Perks
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
401K with a generous company match
Access to a downtown office with 360 views of Austin, high-tech building gym, and nearby running trails
Ongoing career development opportunities with the Learning and Development team
Recognition as a Best Places to Work company for 10 years in a row
Amazing rewards and incentives
Support for community service and giving back
Ready to Apply?
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