Vice President of Customer Success

• We’re seeking an experienced and visionary Vice President, Customer Success to lead AlertMedia’s Customer Success organization
• This executive will be responsible for ensuring customers realize extraordinary value from our solutions, achieve their safety and security goals, and build a long-term, trusted partnership with AlertMedia
• You will define the strategic direction of Customer Success, lead and develop a high-performing team, and partner cross-functionally to shape the AlertMedia customer journey - including how AI and automation reshape that journey going forward
• This is a highly visible role that will directly impact AlertMedia’s growth, customer loyalty, and continued market leadership
• Own your function: Take responsibility for the Customer Success department’s vision and strategy, people, and outcomes
• Grow talent: Recruit, mentor, and empower leaders and individual contributors across Customer Success, maintaining exceptionally high standards
• Drive outcomes: Drive adoption, retention and customer advocacy, delivering measurable results across all customer segments
• Engage at the executive level: Serve as a trusted advisor and executive sponsor for strategic accounts, strengthening long-term relationships with customer leadership teams
• Build to scale: Modernize playbooks, processes, and systems - including AI-enabled workflows - to deliver a consistently exceptional experience at every stage of the customer lifecycle
• Lead with AI: Identify, implement, and scale AI tools and processes that enhance the customer experience and free the team to focus on high-value, relationship-driven work
• Be the voice of the customer: Partner with Product, Engineering, Sales, and Marketing to bring customer insights into innovation, roadmap, and go-to-market strategy - including how AI-driven capabilities shape future offerings

Benefits

• 100& Paid Healthcare: Take advantage of fully paid medical, dental, vision, disability, and life insurance for employees and subsidized for dependents.
• Bonus: Participate in the company-wide annual bonus based on their collective success.
• Family Planning: Leverage their 100% paid parental and new child bonding leave—12 weeks off for primary caregivers and 4 weeks off for secondary caregivers
• Paid Sabbatical: Pursue your interests with six weeks of paid sabbatical leave after six years of service.
• Tuesday Lunch: Get together for transparent company updates from leadership while enjoying a meal on AlertMedia​
• PTO: Unplug, rest, and recharge with a flexible time off policy that encourages work-life balance without worrying about counting days!​
• Give Back: Join your coworkers in giving back to the Austin community through quarterly volunteer opportunities
• Team Building and Celebrations: Take part in company celebrations, team buildings, and peer-nominated value award recognition

• Proven success driving retention, expansion, and customer satisfaction at high-growth companies
• 10+ years of customer-facing leadership experience in SaaS, with at least 4+ years leading at scale in a VP or Senior Director role
• Data-driven, analytical approach with experience leveraging modern CS tools, systems, and AI-powered insights
• Genuine curiosity about how AI is transforming Customer Success, and a track record of turning that curiosity into practical team impact
• Executive presence with the ability to engage credibly at the C-suite level, both internally and with customers
• Commitment to AlertMedia’s mission and values - customer-first, impact-driven, and dedicated to safety
• Passion for building high-performance teams and a belief in the importance of high standards