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Software, SaaS, Emergency Management, Critical Communications, Public Safety

Vice President, Customer Success

AustinOnsiteFull TimeVice PresidentPosted 1 month ago

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Required skills

  • SaaS
  • Customer Success
  • Retention
  • Expansion
  • Customer Satisfaction
  • High-growth companies
  • Executive presence
  • C-suite engagement
  • Data-driven
  • Analytical approach

Nice to have

  • AI strategy
  • Automation
  • Product roadmap
  • Go-to-market strategy
  • NPS

Role summary

AlertMedia is seeking a visionary Vice President, Customer Success to lead its Customer Success organization. This executive will be responsible for ensuring customers achieve their safety and security goals and build a trusted partnership with AlertMedia. The role involves defining the strategic direction of Customer Success, leading and developing a high-performing team, and partnering cross-functionally to enhance the customer journey, including the integration of AI and automation. This is a highly visible role impacting growth, customer loyalty, and market leadership. The ideal candidate will have 10+ years of customer-facing leadership experience in SaaS, with at least 4 years leading at scale in a VP or Senior Director role, proven success in driving retention and satisfaction, executive presence, and a data-driven approach leveraging modern CS tools and AI insights.

Do work that matters.

At AlertMedia, we're the leading Risk Intelligence and Response company helping organizations protect their people and businesses. Our mission is simple but critical: to save lives and minimize loss by identifying emerging threats worldwide and enabling timely communication when emergencies impact personal safety or business continuity.

Our core values drive us in our important mission of keeping people safe & informed:

  • We’re humans not robots
  • Customers always come first
  • We work better together
  • Simplicity is our strength
  • Our reputation is priceless
  • Hard work pays off

    • 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.

    What You'll Do

  • 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.

    • What You Bring to the Role

  • 10+ years of customer-facing leadership experience in SaaS, with at least 4+ years leading at scale in a VP or Senior Director role.
  • Proven success driving retention, expansion, and customer satisfaction at high-growth companies.
  • Executive presence with the ability to engage credibly at the C-suite level, both internally and with customers.
  • 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.
  • Passion for building high-performance teams and a belief in the importance of high standards.
  • Commitment to AlertMedia's mission and values - customer-first, impact-driven, and dedicated to safety.

    • Why you’ll love working at AlertMedia:

  • 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!
  • Mission with impact: Join a company that’s saving lives and helping organizations protect their people during critical events.
  • High-growth environment: Play a central role in scaling one of the fastest-growing SaaS companies in emergency communication.
  • Collaborative culture: Be part of a team that values trust, transparency, and innovation.
  • Meaningful leadership: Lead a talented organization that makes a difference for customers when it matters most.
  • Amazing rewards and incentives – we love celebrating each other!
  • Commitment to community service with opportunities to give back 
  • A Best Places to Work company 10 years in a row and numerous other awards
  • Access to brand new downtown office with 360-degree views of Austin, high-tech building gym, and nearby running trails
  • Ongoing learning and career development opportunities facilitated by our Learning & Development teams

    • About AlertMedia:

    We are the leading risk intelligence and response platform — trusted by the largest companies in the world to protect their people and assets when it matters most. We are a high-growth, PE-backed SaaS company with more than 4,000 clients scaling rapidly across the globe. Our technology is unmatched with a unified platform, a 7+year history of AI innovation, a customer NPS of 70+, and a culture that sets us even further apart from our competition.

    We are an equal opportunity employer focused on creating a collaborative and exciting place for all to work. Ensuring a diverse, inclusive, and equitable workplace for all people is key to our success and core to our values. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

    This is an amazing opportunity to be part of our wave of momentum and take our company, and your career, to the next growth stage. We'd love to get to know you better and share how we serve our amazing customers. For more information, please visit www.alertmedia.com.

    Come join us in our mission to save lives and minimize loss through effective communication.

    By applying for the role, you agree that Alert Media will use your Personal Information in connection with the recruitment process and in accordance with our Privacy Policy – https://www.alertmedia.com/legal/privacy-policy/

    Ready to apply?
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