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Vice President, Customer Success

Austin, TX HQ

Do work that matters. 

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

Our core values drive us in our important mission of keeping people safe:

  • 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  

We’re seeking an experienced and visionary Vice President of Customer Success to lead AlertMedia’s Customer Success organization. This executive will be responsible for ensuring customers realize extraordinary value from our solutions, achieve their safety and security goals, and build a long-term, trusted partnership with AlertMedia. 

You will define the strategic direction of Customer Success, lead and develop a high-performing team, and partner cross-functionally to shape the AlertMedia customer journey. This is a highly visible role that will directly impact AlertMedia’s growth, customer loyalty, and continued market leadership. 

What you get to do every day:

  • Own your function: Take responsibility for the Customer Success department’s vision and strategy, people, and outcomes. 
  • Grow talent: Recruit, mentor, and empower leaders and individual contributors across Customer Success, maintaining exceptionally high standards. 
  • Drive outcomes: Drive adoption, retention and customer advocacy, delivering measurable results across Enterprise, Mid-Market segments. 
  • Engage at the executive level: Serve as a trusted advisor and executive sponsor for strategic accounts, strengthening long-term relationships with customer leadership teams. 
  • Build to scale: Enhance playbooks, processes, and systems to deliver a consistently exceptional experience at every stage of the customer lifecycle. 
  • Embrace AI: Identify and implement AI tools and processes that enhance the customer experience and frees our team to work on high-value tasks and initiatives. 
  • Be the voice of the customer: Partner with Product, Engineering, Sales, and Marketing to bring customer insights into innovation, roadmap, and go-to-market strategies. 

What you bring to the role:

  • 10+ years of customer-facing leadership experience in SaaS, with at least 4+ years leading at scale in a VP or Senior Director role. 
  • Proven success driving retention, expansion, and customer satisfaction at high-growth companies. 
  • Strong background building and scaling Customer Success organizations serving Enterprise and Mid-Market customers. 
  • Executive presence with the ability to engage credibly at the C-suite level, both internally and with customers. 
  • Data-driven, analytical approach with experience leveraging CS tools and systems. 
  • Passion for building high-performance teams and a belief in the importance of high standards. 
  • Commitment to AlertMedia’s mission and values—customer-first, impact-driven, and dedicated to safety.  
  • Ability to thrive in a fast-paced and collaborative environment, with proven ability to adapt and drive urgency across teams. 
  • Experience collaborating across the organization at all levels and functions across a company. 

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!
  • Mission with impact: Join a company that’s saving lives and helping organizations protect their people during critical events.
  • High-growth environment: Play a central role in scaling one of the fastest-growing SaaS companies in emergency communication.
  • Collaborative culture: Be part of a team that values trust, transparency, and innovation.
  • Meaningful leadership: Lead a talented organization that makes a difference for customers when it matters most.
  • Amazing rewards and incentives – we love celebrating each other!
  • Commitment to community service with opportunities to give back 
  • A Best Places to Work company 9 years in a row and numerous other awards 
  • Access to brand new downtown office with 360-degree views of Austin, high-tech building gym, and nearby running trails  
  • Ongoing learning and career development opportunities facilitated by our Learning & Development teams 

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 JetBlue, Coca-Cola Bottling, and Walmart—in more than 150 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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