Vice President, 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.

Responsibilities

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

Requirements

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

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; Mission with impact; High-growth environment; Collaborative culture; Meaningful leadership; Amazing rewards and incentives; 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