Strategic Customer Success Manager

About the role

The 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 to drive adoption, retention, and growth through a consultative partnership approach. The role involves working closely with internal cross-functional teams to ensure customers successfully meet their goals.

Responsibilities

• 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
• 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 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
• Consult with customers to determine the best data automation option for their needs and support configurations for matrixed organizations
• Respond to all customer inquiries in a thoughtful and timely manner
• Effectively track all customer communication in Gainsight

Required skills

• Gainsight
• Salesforce
• Customer Success
• Enterprise Account Management
• Strategic Planning
• Executive Presence
• Stakeholder Mapping

Benefits

• Competitive base salary
• Company-sponsored health and life insurance
• Ireland statutory auto-enrolment pension
• Discretionary annual performance bonus
• 20 days of paid vacation
• Irish public holidays
• Statutory leave
• Company sick leave
• Learning and development opportunities

About the Company

AlertMedia is the leading risk intelligence and response platform, trusted by the largest companies in the world to protect their people and assets. It is a high-growth, PE-backed SaaS company with more than 4,000 clients scaling globally.