# Director, Strategic Customer Success

**Company:** [AlertMedia](https://hotfix.jobs/companies/alertmedia)
**Location:** Austin, TX
**Role:** Customer Success
**Experience:** 8+ years
**Skills:** Customer Success, Account Management, Gainsight, Salesforce, Customer Retention, Renewals, Expansion, Executive Presence, Cross-Functional Leadership, Data-Driven Decision Making
**Posted:** 2026-07-07

> Lead success, retention, and expansion for AlertMedia's highest-value strategic accounts. Build executive relationships, drive renewals and growth, mitigate risks, and advocate for customer needs while managing a CS team.

## Job Description

## 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

## Similar roles

- [Director, Customer Success](https://hotfix.jobs/jobs/bddbfee2-eeab-4dbd-82f3-443a1368456a) - PracticeTek - San Diego, CA - $130k – $150k/yr
- [Director, Customer Experience](https://hotfix.jobs/jobs/3257df64-3cb3-41e8-91dd-560d006369b7) - Onxmaps - Austin, TX - $126k – $171k/yr
- [Head of Customer Experience](https://hotfix.jobs/jobs/53966da3-8bb2-4595-8c9a-62f0b69e0e35) - Parafin - San Francisco, CA - $145k – $190k/yr
- [Head of Customer Success](https://hotfix.jobs/jobs/971d0649-937a-409a-a8e7-13df69da008a) - Zus Health - Boston, MA - $200k – $240k/yr
- [Head of Customer Success](https://hotfix.jobs/jobs/c8918c37-2215-4f11-a2af-a99e6f5f4346) - Tabs - New York, NY - $216k – $276k/yr

**Apply:** https://hotfix.jobs/jobs/061a2e59-24e6-4680-b6c5-6bf1be8d33f3
**Canonical:** https://hotfix.jobs/jobs/061a2e59-24e6-4680-b6c5-6bf1be8d33f3