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Manager, Customer Success

Austin, Texas HQ

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 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  

At AlertMedia, our Manager of Customer Success on the Mid-Market team plays a pivotal role in driving customer satisfaction, retention, and growth. Reporting to the Director of Customer Success, you’ll lead and support a talented team of Mid-Market CSMs — helping them thrive in their roles, strengthen customer relationships, and deliver measurable impact for both our customers and our business. 

Who you are:

You’re an experienced Customer Success professional with a track record of helping customers succeed and collaborating cross-functionally to deliver results. You may already be a people manager looking to grow your leadership impact, or a Senior CSM or mentor who’s ready to take the next step into formal management. You’re passionate about coaching others, building strong relationships, and creating structure that helps teams and customers flourish. 
 
You lead with empathy and clarity — balancing strategic thinking with a hands-on, team-first approach. 

What you get to do every day: 

  • Coach and develop a team of Mid-Market CSMs through regular 1:1s, mentorship, and ongoing skill-building. 
  • Partner with the Director of Customer Success to execute strategies that drive customer adoption, retention, and expansion of AlertMedia’s solutions. 
  • Drive retention goals by proactively identifying risks, crafting action plans, and leading initiatives that improve customer health and satisfaction. 
  • Collaborate cross-functionally with Sales, Product, Marketing, and Support to ensure a seamless customer experience. 
  • Engage directly with customers, especially at key moments in the relationship, to model effective customer management and build senior-level relationships. 
  • Support accurate forecasting, territory planning, and team bandwidth management to ensure balanced workloads and optimal performance. 
  • Lead by example in managing customer escalations, ensuring timely, thoughtful resolution and long-term success. 
  • Foster a culture of growth and accountability, where CSMs feel supported, challenged, and empowered to do their best work. 

What you bring to the role: 

  • 3–5 years of experience in Customer Success, Account Management, or a related customer-facing role — ideally in SaaS. 
  • 1–2 years of people management experience or proven mentorship, peer leadership, or project leadership experience in a Customer Success organization. 
  • A strategic yet hands-on approach with a passion for developing others. 
  • Strong communication and interpersonal skills, with the ability to listen, coach, and motivate effectively. 
  • Excellent organizational and project management skills; able to prioritize, execute, and adapt quickly. 
  • Experience with Salesforce and/or Gainsight is a plus. 
  • Intermediate to advanced Excel skills preferred. 
  • This is a hybrid position (2 days per week in office) based at our downtown Austin, Texas headquarters. 

Why this role is for you:

This is a great opportunity for someone ready to grow their leadership career in Customer Success. Whether you’re a newer manager or a seasoned Senior CSM ready to lead, you’ll have the autonomy to shape your team, the support of experienced leaders, and the opportunity to make a lasting impact on both your team and our customers. 

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 100% paid for employees!  
  • 401K with a generous company match  
  • 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 views of Austin, high-tech building gym, and nearby running trails  
  • Ongoing career development opportunities facilitated by our Learning & 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 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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