Director, Strategic Customer Success

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