Customer Success Manager

• 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

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