AlertMedia

Vice President, Customer Success

AlertMedia

full-time

Posted on:

Location Type: Office

Location: Austin • Texas • 🇺🇸 United States

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Job Level

Lead

About the role

  • Define the strategic direction of Customer Success and own the department’s vision, strategy, people, and outcomes.
  • Lead and develop a high-performing Customer Success team; recruit, mentor, and empower leaders and individual contributors.
  • Drive adoption, retention, expansion, and customer advocacy across Enterprise and Mid-Market segments.
  • Serve as a trusted advisor and executive sponsor for strategic accounts, engaging at the C-suite level.
  • Enhance playbooks, processes, and systems to scale the customer experience across the lifecycle.
  • Identify and implement AI tools and processes that enhance the customer experience and free the team for high-value work.
  • Partner cross-functionally (Product, Engineering, Sales, Marketing) to bring customer insights into roadmap and go-to-market strategies.
  • Shape the AlertMedia customer journey and directly impact growth, customer loyalty, and market leadership.

Requirements

  • 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.
  • AlertMedia does not currently sponsor applicants for work visas.
Benefits
  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successSaaSdata-drivenanalytical approachcustomer satisfactionretentionexpansionhigh-performance teamscustomer advocacyAI tools
Soft skills
leadershipmentoringexecutive presencecollaborationadaptabilitycommunicationstrategic thinkingcustomer-first mindsetimpact-drivenurgency