Director, Strategic Customer Success

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 & informed:  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 software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with demand. We are looking for a Director, Strategic Customer Success to lead and grow relationships with our most important customers. In this highly visible role, you’ll serve as a trusted advisor to executive stakeholders, ensuring our customers achieve meaningful outcomes with AlertMedia while driving long-term retention and expansion. If you thrive on building strategic partnerships, delivering measurable value, and leading cross-functional collaboration, this is an opportunity to make a significant impact. Who you are: You’re a seasoned customer success leader who thrives in high-stakes, high-visibility environments. You bring deep experience partnering with large, global organizations—navigating complex structures, aligning diverse stakeholders, and building trust from frontline users to executive leadership. You understand how to translate business objectives into meaningful customer outcomes, and you’re equally comfortable leading a strategic conversation in the boardroom as you are driving adoption with operational teams.You communicate with clarity, purpose, and confidence. You ask the right questions, listen actively to uncover underlying needs, and aren’t afraid to challenge assumptions when it serves the customer’s success. Your assertiveness is balanced by empathy—you know when to push, when to guide, and when to step back and truly hear what’s being said. You take ownership end-to-end. Accountability isn’t just a principle—it’s how you operate. You follow through, close loops, and hold yourself and others to a high standard. When issues arise, you lean in with urgency and transparency, focusing on solutions and long-term trust.You’re energized by complexity and scale. You excel at coordinating across multiple departments, both internally and within your customers’ organizations, to drive alignment and measurable impact. You bring structure where there is ambiguity, and you elevate the people and processes around you. Above all, you are driven by outcomes—committed to delivering value, strengthening partnerships, and ensuring customers realize the full potential of AlertMedia. What you get to do every day: Own the success, retention, and growth of AlertMedia’s highest-value strategic accounts Build and maintain strong executive relationships, acting as a trusted advisor to senior stakeholders Proactively identify and mitigate risks to ensure high customer satisfaction and long-term retention Lead renewal strategy and execution in partnership with Sales and Finance Drive account growth through expansion opportunities, including new use cases, products, and enterprise adoption Develop and execute strategic success plans aligned to customer goals and measurable outcomes Partner cross-functionally with Sales, Product, Support, and Professional Services to deliver a seamless customer experience Advocate for the voice of the customer by sharing insights that influence product and business strategy Cultivate customer advocacy through references, case studies, and participation in advisory programs What you bring to the role: 8+ years of experience in Customer Success, Account Management, or a related field, with a focus on enterprise or strategic accounts 3+ years experience in managing Customer Success Teams focusing on enterprise or strategic accounts 3 years actively using Gainsight on a daily basis, including data entry, dashboard requirements and use, and 3 years working with Salesforce as the primary system of record Demonstrated success driving customer retention, renewals, and expansion (NRR/GRR ownership preferred) Strong executive presence with experience engaging VP and C-level stakeholders Strategic mindset with the ability to align customer goals to business outcomes and ROI Proven ability to identify risks early and develop effective mitigation plans Experience leading cross-functional initiatives and influencing without direct authority Data-driven approach to managing customer health, adoption, and success metrics Excellent English communication skills, both verbal and written This is a full-time, hybrid position (2 days a week) based in Austin, Texas. Must live in Austin or the surrounding areas This position is not eligible for visa sponsorship. Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future Why you’ll love working at AlertMedia: At AlertMedia, you won’t just build your career — you’ll be part of something meaningful, surrounded by people who genuinely care about the work and each other. 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!  401K with 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 10 years in a row and numerous other awards  Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails  Ongoing career development opportunities through our Learning & Development team  You'll do meaningful work—while growing your career in a fast-moving, global company with an award-winning culture About AlertMedia:  AlertMedia, backed by Vista Equity Partners, 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 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/