# Customer Success Manager, Mid-Market

**Company:** [AlertMedia](https://hotfix.jobs/companies/alertmedia)
**Location:** Austin, TX
**Role:** Customer Success
**Experience:** 2+ years
**Skills:** Customer Success, Salesforce, Gainsight, Excel, QBRs, Account Management, Cross-Selling, Upselling, Risk Management, Project Management
**Posted:** 2026-07-07

> Customer Success Manager responsible for owning strategic mid-market relationships at AlertMedia. Drive adoption, retention, expansion through QBRs, consultative guidance, risk management, and cross-functional collaboration while managing data in Gainsight and Salesforce.

## Job Description

## Responsibilities
- Build strong relationships with customers
- Identify, measure, and execute against customers’ positive business outcomes to cultivate more realized value
- Evaluate risk management for each customer and proactively strive for value propositions and utilize best practices to drive retention
- Align with the Customer Success organization and Account Management Team to support initiatives to grow and expand existing accounts through adoption, cross-sell, and upsell opportunities
- Manage a series of personal and automated touchpoints to drive ongoing customer experiences
- Conduct effective Quarterly Business Reviews to highlight the customer’s realized value and communicate recommendations and new features
- 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
- Keep track of new product developments and strategically inform/train customers on them
- Communicate desired software requirements to product management team in a cross-functional feedback loop
- Effectively track all customer communication in Gainsight
- Diligently manage Gainsight and Salesforce data to effectively manage your book of business
- Contribute to AlertMedia’s culture, values, and vision for the future

## Requirements
- 2-3 years’ experience as a Customer Success Manager
- Experience with Salesforce, Excel & Gainsight (a plus)
- Desire to work with demanding, multi-national customers
- Established CSM who is self-motivated and customer-focused
- Outstanding verbal and written communication skills
- Strong listening skills with the ability to work with a variety of customer profiles
- Excellent project management skills with proven ability to prioritize
- Strong analytical, negotiation, and creative problem-solving skills
- Proven ability to work with all members of our team (business development, software development, and product management)
- The desire and ability to learn and be coached

## Benefits
- Competitive base salary + Company-wide bonus program
- Generous and flexible time off and parental leave policies
- Health benefits - Medical, Dental, Vision and Life Insurance are 100% paid for employees!
- 401K with generous company match
- Amazing rewards and incentives
- Commitment to community service with opportunities to give back
- Access to new downtown office with 360 views of Austin, high-tech building gym and nearby running trails
- Ongoing career development opportunities through our Learning & Development team

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