Customer Success Manager, SMB

About the role

The Customer Success Manager will manage customer relationships within the SMB segment to foster success, retention, and growth. This role involves driving product adoption, evaluating account health, and collaborating with cross-functional teams to ensure high customer satisfaction. The position focuses on supporting emerging customers through proactive engagement and strategic oversight.

Responsibilities

• Support customers in the SMB segment as a product expert to drive adoption and enable them to accomplish their goals
• Manage customer touch points with automated processes and innovative approaches
• Host customer webinars and facilitate customer collaboration
• Align with the Customer Success organization to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
• Evaluate health and assess risk for your book of business
• Partner with our Customer Support team to manage escalations requiring more strategic oversight
• Respond to all customer inquiries in a timely manner, within 1 business day
• Effectively track all customer communication and data in Gainsight and Salesforce

Required skills

• Customer Success Management
• Account Management
• Organization
• Time management
• Communication skills
• Bilingual English/Spanish

Nice to have

• SaaS
• Salesforce
• Hubspot
• Customer implementation
• Software adoption

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• Parental Leave Program
• Christmas Bonus (Aguinaldo)
• Vacation and Holiday Policy
• Monthly Work-from-Home Stipend
• Language Immersion Program

About the Company

AlertMedia is a leading risk intelligence and response platform trusted by large companies to protect people and assets. It is a high-growth, PE-backed SaaS company with over 4,000 clients and a focus on AI innovation.