Strategic Customer Success Manager

Do work that matters. At AlertMedia , we're the leading Risk Intelligence and Response company helping organizations protect their people and businesses. Our mission is simple but critical: to save lives and minimize loss by identifying emerging threats worldwide and enabling timely communication when emergencies impact personal safety or business continuity.    Our core values drive us in our important mission of keeping people safe & informed: 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   Our  Strategic Customer Success Manager  takes ownership of AlertMedia’s most complex and high-value customer relationships. They focus on a smaller number of strategic accounts, but with significantly higher ARR, providing the highest level of partnership. Working closely with our Executive and Senior Leadership Team, Implementation Team, Customer Support, Marketing, Product, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Business Reviews, supporting customer health, retention, and growth. The Strategic CSM approaches each relationship with a “partnership” mentality and employs a consultative and tailored approach to ensure each customer successfully meets their goals.    Who you are:      You are an accomplished  Strategic Customer Success   Manager  with proven success supporting the largest global customers, managing complex books of business upwards of $6M+ in annual revenue. You think strategically about driving adoption, retention, and expansion across high-value accounts. You are a thought leader and enjoy partnering with colleagues to develop innovative, scalable strategies. You take a proactive, thoughtful 1:1 approach to Customer Success and value a true  “we’re all in this together”  mentality.  What you get to do every day:       Own and execute short term and long-term success strategies for Strategic accounts, including stakeholder mapping, success planning, and long-term value realization  Act as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and readiness initiatives  Lead internal, cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors while maintaining accountability for customer outcomes.  Build strong relationships with our customers in the Strategic Segment  Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention    Manage a series of personal touchpoints and to drive ongoing customer experiences    Conduct effective business reviews to highlight the customer’s realized value and communicate recommendations and new features    Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward   Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations      Respond to all customer inquiries in a thoughtful and timely manner     Effectively track all customer communication in Gainsight   What you bring to the role:       5+ years’ experience as a Customer Success Manager     3+ years’ experience supporting Enterprise customers in a CSM role of $1M + ARR  Proven ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority    Desire to work with demanding, multi-national customers    Established CSM who is self-motivated and customer-focused    Gainsight & Salesforce required Outstanding verbal and written communication skills    Strong listening skills with the ability to work with a variety of customer profiles