Customer Success Manager

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 Customer Success Manager (Scaled) will take ownership of AlertMedia’s customer relationships, which we value above all else. This role will focus on emerging customers and partner closely with our Customer Support Team to foster success. In this key role, working closely with Customer Success, Customer Support, Marketing and Sales teams, they are responsible for driving engagement to support customer health, retention, and growth. The right candidate will be determined to achieve effective customer enablement, as well as the highest possible satisfaction rates across the accounts they manage. They will make sure customer needs are always met and problems are solved quickly.   

As one of the fastest growing software companies in the nation, we’re 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’d be excited to buy into our “customer love” mentality and are motivated by going above and beyond for the customers you serve. You are a team player, have a roll-up-your-sleeves mentality when it comes to your customers and there is no task too big or too small to best support them. You enjoy building relationships, community engagement, and driving adoption of all features of the AlertMedia platform.  

What you get to do every day:  

• Support our customers in the Scaled segment as a product expert to drive adoption and enable them to accomplish their goals
• Manage customer touch points with automated processes and innovative approaches
• Host customer webinars and facilitate customer collaboration
• Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Evaluate health and assess risk for your book of business
• Partner with our Customer Support team to manage escalations requiring more strategic oversight
• Respond to all customer inquiries in a timely manner, within 1 business day
• Effectively track all customer communication and data in Gainsight and Salesforce
• Acquire industry knowledge related to general trends, use cases, and emerging technologies
• Ensure positive and productive customer experience to maintain software renewals
• Contribute to AlertMedia’s culture, values, and vision for the future

What you bring to the role:  

• 2+ years’ experience in customer success management or account management
• Experience in a Saas or Tech environment strongly preferred
• Salesforce or Hubspot experience preferred
• Strong organization and time management skills with ability to prioritize
• Comfort level managing a large volume of accounts
• Outstanding verbal and written communication skills
• Willingness to test and implement innovative ideas
• Experience with customer implementation and software adoption preferred
• Strong listening skills with   the ability to mirror and work with a variety of customer profiles
• Ability to work with all members of our team (customer support, business development, software development, and product management)
• Must be independent, self-motivated, success-driven, and adaptable  
• The ability and desire to work in a fast-paced, challenging environment
• A vision for efficiency
• The desire to learn and be coached
• Bilingual English/Spanish a must
• This is an in office, hybrid position (2-3 days a week) in our downtown Mexico City (Reforma) offices

Why you’ll love working at AlertMedia:  

• Competitive base salary + Company-wide bonus program
• Health benefits – Medical, Dental, Vision and Life Insurance 100% paid for employees!
• All computer equipment provided to employees by AlertMedia
• Amazing rewards and incentives – we love celebrating each other!
• Commitment to community service with opportunities to give back
• A Best Places to Work company 8 years in a row and numerous other awards
• Ongoing career development opportunities with our Learning and Development team

About AlertMedia:  

AlertMedia helps organizations protect their people and businesses through all phases of an emergency. Our award-winning threat intelligence, emergency communication, and travel risk management solutions help companies of all sizes identify, respond to, and recover from critical events faster and more confidently. AlertMedia supports essential communication for thousands of leading businesses—including DHL, JetBlue, Coca-Cola Bottling, In-N-Out, and Walmart—in more than 130 countries. 

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 more information, 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. 

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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