战略客户成功经理
Strategic Customer Success Manager
**做有意义的工作。**
**在AlertMedia，我们所做的每一件事都支持我们的使命：** 通过在全球范围内识别活跃威胁，并在紧急情况威胁人身安全和业务连续性时促进及时沟通，以拯救生命并减少损失。
**我们的核心价值观推动我们重要的使命，确保人们的安全与知情：**
- _我们是人，不是机器人_
- _客户永远是第一位的_
- _我们更好地协作_
- _简洁是我们强大的力量_
- _我们的声誉无价，努力工作会得到回报_
我们的**战略客户成功经理**负责管理AlertMedia最复杂和高价值的客户关系。他们专注于较少数量的战略客户，但这些客户的年经常性收入（ARR）显著更高，提供最高水平的合作。与我们的执行团队和高级领导团队、实施团队、客户支持、市场、产品和销售团队紧密合作，他们负责执行战略指导，推动采用率，进行有效的业务评审，支持客户健康状况、留存率和增长。战略CSM以“合作伙伴”心态对待每一段关系，并采用咨询和定制化的方法，确保每个客户成功实现其目标。
**你是什么样的人：**
你是一位成就卓越的**战略客户成功经理**，有成功支持最大全球客户的经历，管理着年收入超过600万美元的复杂业务组合。你在战略性地推动高价值客户的采用率、留存率和扩展方面有丰富的经验。你是思想领袖，喜欢与同事合作开发创新且可扩展的策略。你采用积极、细致的一对一客户成功方法，并重视真正的_“我们都在一起”_ 的精神。
**你每天要做的事情：**
- 负责并执行战略客户的短期和长期成功策略，包括利益相关者映射、成功规划和长期价值实现
- 作为客户的声音内部影响路线图讨论、市场进入策略和准备计划
- 领导内部跨职能的账户讨论和执行，协调实施、支持、产品、销售和高管赞助商，同时保持对客户成果的责任
- 与我们战略客户建立牢固的关系
- 评估每位客户的风险管理，并积极寻求解决方案
查看英文原文
**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_
Our **Strategic Customer Success Manager** takes ownership of AlertMedia’s most complex and high-value customer relationships. They focus on a smaller number of strategic accounts, but with significantly higher ARR, providing the highest level of partnership. Working closely with our Executive and Senior Leadership Team, Implementation Team, Customer Support, Marketing, Product, and Sales Teams, they are responsible for executing strategic guidance, driving adoption, conducting effective Business Reviews, supporting customer health, retention, and growth. The Strategic CSM approaches each relationship with a “partnership” mentality and employs a consultative and tailored approach to ensure each customer successfully meets their goals.
**Who you are:**
You are an accomplished **Strategic Customer Success** **Manager** with proven success supporting the largest global customers, managing complex books of business upwards of $6M+ in annual revenue. You think strategically about driving adoption, retention, and expansion across high-value accounts. You are a thought leader and enjoy partnering with colleagues to develop innovative, scalable strategies. You take a proactive, thoughtful 1:1 approach to Customer Success and value a true _“we’re all in this together”_ mentality.
**What you get to do every day:**
- Own and execute short term and long-term success strategies for Strategic accounts, including stakeholder mapping, success planning, and long-term value realization
- Act as the voice of the customer internally, influencing roadmap discussions, go-to-market strategy, and readiness initiatives
- Lead internal, cross-functional account discussions and execution, coordinating Implementation, Support, Product, Sales, and Executive Sponsors while maintaining accountability for customer outcomes.
- Build strong relationships with our customers in the Strategic Segment
- Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
- Manage a series of personal touchpoints and to drive ongoing customer experiences
- Conduct effective business reviews to highlight the customer’s realized value and communicate recommendations and new features
- Regularly communicate with Senior and Executive Leadership internally and leverage them as partners to maintain the partnership growing and moving forward
- Consult with customers to determine the best data automation option for their needs and be able to support configurations for matrixed organizations
- Respond to all customer inquiries in a thoughtful and timely manner
- Effectively track all customer communication in Gainsight
**What you bring to the role:**
- 5+ years’ experience as a Customer Success Manager
- 3+ years’ experience supporting Enterprise customers in a CSM role of $1M + ARR
- Proven ability to operate as a trusted advisor to senior leaders, navigating ambiguity and influencing outcomes without direct authority
- Desire to work with demanding, multi-national customers
- Established CSM who is self-motivated and customer-focused
- Gainsight & Salesforce required
- Outstanding verbal and written communication skills
- Strong listening skills with the ability to work with a variety of customer profiles
- Strong executive presence with proven ability to influence decision-making at all levels.
- Proven ability to work with all members of our team (sales, software development, and product management)
**_Location:_ _Remote in the Republic of Ireland. Must be located in the Republic of Ireland._**
**S _ponsorship: AlertMedia does not sponsor. Must have the legal right to work in Ireland without sponsorship now and in the future._**
**Why you’ll love working at AlertMedia:**
- Competitive base salary
- Company-sponsored health and life insurance
- Ireland statutory auto-enrolment pension (My Future Fund) with employer contributions
- Eligibility for a discretionary annual performance bonus
- 20 days of paid vacation, plus all Irish public holidays
- Remote-first work environment
- Statutory leave and company sick leave benefits
- Recognition, rewards, and team celebrations that recognize great work
- Opportunities to give back through company-supported community service initiatives
- Named a Best Places to Work for 10 consecutive years, along with numerous other workplace awards
- Ongoing learning and career development through our dedicated Learning & Development team—we're committed to investing in your growth
**About AlertMedia:**
We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.
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](http://www.alertmedia.com/).
Come join us in our mission to save lives and minimize loss through effective communication.
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/](https://www.alertmedia.com/legal/privacy-policy/)