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…