Director, Customer Success (Mid-Market)

Austin, TX, United States

Do work that matters.

At AlertMedia, everything we do supports our mission: To save lives and minimize loss by identifying active threats globally and facilitating timely communications when an emergency threatens personal safety and business continuity.

Our values which reflect our view on what’s important and what’s right include: We’re humans not robots, Customers always come first, We work better together, Simplicity is our strength, Our reputation is priceless, Hard work pays off.

The Director, Mid-Market Customer Success at AlertMedia is essential to ensuring our customers achieve their goals, leading to customer retention and overall company growth. We are seeking a leader who will mentor and grow our team of Mid-Market CSMs on their career path.

As one of the fastest growing softwarecompanies in the nation, we are focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand.

Who you are:

You are an accomplished Mid-Market Director of Customer Success who thinks strategically to drive adoption, retention, and expansion. You are a thought leader in managing CSM teams and enjoy working with your colleagues to develop innovative strategies. You are proactive and thoughtful, approaching management with candor, compassion, and enthusiasm.

What you get to do every day:

Strategize with the CSMs to ensure customers are seeing the value of AlertMedia

Drive retention to meet company goals

Surface risk to leadership and provide solutions to prevent churn

Develop initiatives to identify revenue-generating opportunities

Cultivate cross-functional relationships to gather feedback from other departments

Own accurate forecasting and bandwidth management processes

Regularly engage with customers to build strong relationships with senior leaders inside customer organizations

Conduct regular career engagement discussions with direct reports

Manage customer escalations from your team

What you bring to the role:

5+ years’ experience leading a successful CSM team in a high-growth environment; Mid-Market experience preferred

5+ years’ CSM or related experience in a SaaS company

Results-driven leader who is not afraid to roll up their sleeves

Compassionate people manager who is committed to attracting, developing, and retaining exceptional talent

Strong perspective rooted in professional experience, coupled with willingness to listen carefully, coach, and run with new ideas

Excellent project management skills with proven ability to prioritize

Gainsight and Salesforce experience is a plus

Must be located in Austin, Texas as this is a hybrid role and our headquarters are in downtown Austin

Why you’ll 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!

Amazing rewards and incentives – we love celebrating each other!

Commitment to community service with opportunities to give back

A Best Places to Work company 6 years in a row and numerous other awards

Continuous learning and career development opportunities facilitated by our Sales Enablement and Learning & Development teams

About AlertMedia:

AlertMediais leading the evolution of employee safety for a modern workforce. We offer the most intuitive emergency communication software on the market with fully integrated threat warnings and employee safety monitoring. We believe any organization can improve safety and business outcomes during critical events by quickly identifying threats and simplifying fast, reliable communication to impacted audiences. We are headquartered in Austin, TX, and trusted by thousands of customers in over 100 countries—including DHL, British Petroleum, SurveyMonkey, and Walmart—to keep their people safe and connected anytime, anywhere.

We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values.All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For moreinformation,please visit www.alertmedia.com.

Come join us in our mission to save lives and minimize loss through effective communication.

AlertMedia does not currently sponsor applicants for work visas.

Prefer Austin based candidates, but position may be open for remotelocation except for in the followingstates:Alaska, Colorado, Louisiana, Montana, North Dakota, Oregon, Pennsylvania, Rhode Island, West Virginia, US territories

By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy –https://www.alertmedia.com/legal/privacy-policy/

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