Senior Customer Success Manager
Cloudflare
Cloud
Customer Success Manager, Mid-Market
AlertMedia
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Take ownership of AlertMedia’s customer relationships and act as a consultative partner for strategic accounts
- Execute strategic guidance, drive adoption, and support customer health, retention, and growth
- Build strong relationships with customers
- Identify, measure, and execute against customers’ positive business outcomes
- Evaluate risk management for each customer and proactively apply best practices to drive retention
- Align with the Customer Success organization and Account Management Team to support growth via adoption, cross-sell, and upsell
- Manage personal and automated touchpoints to drive ongoing customer experiences
- Conduct effective Quarterly Business Reviews to highlight realized value and recommend new features
- Consult with customers to determine the best data automation option and 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 in a cross-functional feedback loop
- Effectively track all customer communication in Gainsight and manage Gainsight and Salesforce data to manage your book of business
- Contribute to AlertMedia’s culture, values, and vision for the future
Requirements
- 3-5 years’ experience as a Customer Success Manager
- Experience with Excel required
- Experience with Salesforce highly preferred & 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
- In-office, hybrid position (2 days a week) in downtown Austin, Texas headquarters
- AlertMedia does not currently sponsor applicants for work visas
Benefits
- Competitive base salary + Company-wide bonus program
- Generous and flexible time 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 with our Learning and Development team
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success managementdata automationproject managementanalytical skillsnegotiation skillsproblem-solving skillsExcelSalesforceGainsight
Soft skills
customer-focusedself-motivatedverbal communicationwritten communicationlistening skillsprioritizationteam collaborationadaptabilitycoaching willingness
