Customer Success Manager, SMB

Do work that matters. At AlertMedia, we help organizations protect their people, operations, and brand. Our modern Risk Intelligence and Response platform empowers teams to detect emerging threats, assess impact, and respond with confidence. We believe building resilience should be simpler—and it starts with bringing critical information and workflows together in one unified platform. 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 The Customer Success Specialist will take ownership of managing customer relationships, which we value above all else. This role will focus on emerging customers and partner closely with our Customer Support Team to foster success. In this key role, working closely with Customer Success, Customer Support, Marketing and Sales teams, they are responsible for driving engagement to support customer health, retention, and growth. The right candidate will be determined to achieve effective customer enablement, as well as the highest possible satisfaction rates across the accounts they manage. They will make sure customer needs are always met and problems are solved quickly. As one of the fastest growing software companies in the nation, we’re focused on finding the best talent and building the best team to continue accelerating our rapid growth to keep up with our demand! Who you are: You’d be excited to buy into our “customer love” mentality and are motivated by going above and beyond for the customers you serve. You are a team player, an individual contributor and have a roll-up-your-sleeves mentality when it comes to your customers and there is no task too big or too small to best support them. You enjoy building relationships, community engagement, and driving adoption of all features of the AlertMedia platform. 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 • This is an individual contributor role and not a manager role 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 • Bilingual English/Spanish a must Location: This is a hybrid position (2 days a week) in our downtown Mexico City (Reforma area) offices. Sponsorship: AlertMedia does not sponsor. Must have the legal right to work in Mexico without sponsorship now and in the future. Why you’ll love working at AlertMedia: • Competitive Base Salary • Annual Company Bonus • 100% Employer-Paid Medical, Dental, and Vision Coverage • Parental Leave Program • Christmas Bonus (Aguinaldo) • Generous Vacation and Holiday Policy • Monthly Work-from-Home Stipend • All Necessary Equipment Provided: Laptop, monitor and accessories • Recognition & Rewards: We celebrate wins big and small • Language Immersion Program with employees spread out across the globe (English, Spanish, etc…depending on your interest) • Continuous Learning & Growth: From mentorship and tech talks to personalized 1:1 career development sessions, we’re deeply committed to investing in your professional journey • Award Winning Culture: We’re passionate about the meaningful work we do—and even more grateful for the incredible people we get to do it with! 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/