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
As one of the fastest growing SaaS start‑up companies in the nation, we refocused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand.
Customer Success Manager takes ownership of AlertMedia’s customer relationships, which we value above all else. They focus on strategic accounts to provide the highest level of consultative partnership. Working closely with our Implementations Team, Customer Support, Marketing, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective QBRs, supporting customer health, retention, and growth. CSMs approach each relationship with a “partnership” mentality and employ a consultative and tailored approach to ensure each customer successfully meets their goals.
Who you are:
You are an accomplished Customer Success Manager with proven success working with customers through a strategic lens. You think critically to drive adoption, retain, and expand your accounts. You are a thought leader in managing strategic accounts and enjoy working with your colleagues to develop innovative strategies. You enjoy identifying themes across your customer base to better inform a proactive and thoughtful 1x1 approach to Customer Success. You value a “we're all in this together” mentality.
What you get to every day:
Build strong relationships with our customers
Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value for your customers
Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
Align with the Customer Success organization and Account Management Team to support initiatives to grow and expand existing accounts through adoption, cross‑sell, and upsell opportunities
Manage a series of personal and automated touchpoints to drive ongoing customer experiences
Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
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
Keep track of new product developments and strategically inform/train customers on them
Communicate desired software requirements to product management team in a cross‑functional feedback loop
Effectively track all customer communication in Gainsight
Diligently manage Gainsight and Salesforce data to effectively manage your book of business
Contribute to AlertMedia’s culture, values, and vision for the future
What you bring to the role:
2–3 years’ experience as a Customer Success Manager
Experience with Salesforce, Excel & Gainsight (a plus)
Desire to work with demanding, multi‑national customers
Established CSM who is self‑motivated and customer‑focused
Outstanding verbal and written communication skills
Strong listening skills with the ability to work with a variety of customer profiles
Excellent project management skills with proven ability to prioritize
Strong analytical, negotiation, and creative problem‑solving skills
Proven ability to work with all members of our team (business development, software development, and product management)
The desire and ability to learn and be coached
Position is fully remote and open to Republic of Ireland residents
Must have the legal right to work in the Republic of Ireland without Sponsorship. AlertMedia does not Sponsor.
Why you’ll love working at 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 10 years in a row and numerous other awards
Ongoing career development opportunities through our Learning & Development team – we love investing in our people!
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.
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