# Customer Success Manager

**Company:** [AlertMedia](https://hotfix.jobs/companies/alertmedia)
**Location:** Austin, TX
**Role:** Customer Success
**Experience:** 2+ years
**Skills:** Customer Success, Account Management, Salesforce, HubSpot, Gainsight, SaaS, Customer Adoption, Upsell, Cross-Sell, Customer Retention
**Posted:** 2026-07-07

> Manage relationships and drive adoption, retention, and growth for SMB customers at a risk intelligence SaaS platform. Requires 2+ years in customer success or account management, strong communication, and experience with CRM tools like Salesforce.

## Job Description

## What you get to do every day:
- Support our 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
- Acquire industry knowledge related to general trends, use cases, and emerging technologies
- Ensure positive and productive customer experience to maintain software renewals
- Contribute to AlertMedia’s culture, values, and vision for the future

## What you bring to the role:
- 2+ years’ experience in customer success management or account management
- Experience in a SaaS or Tech environment strongly preferred
- Salesforce or Hubspot experience preferred
- Strong organization and time management skills with ability to prioritize
- Comfort level managing a large volume of accounts
- Outstanding verbal and written communication skills
- Willingness to test and implement innovative ideas
- Experience with customer implementation and software adoption preferred
- Strong listening skills with the ability to mirror and work with a variety of customer profiles
- Ability to work with all members of our team (customer support, business development, software development, and product management)
- Must be independent, self-motivated, success-driven, and adaptable
- The ability and desire to work in a fast-paced, challenging environment
- A vision for efficiency
- The desire to learn and be coached

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