Vice President, Customer Success

The role

You will lead the Customer Success organization by defining strategic direction and developing a high-performing team. You will drive adoption, retention, and customer advocacy while partnering cross-functionally to shape the customer journey using AI and automation.

What you will do

• Take responsibility for the Customer Success department's vision, strategy, people, and outcomes
• Recruit, mentor, and empower leaders and individual contributors
• Drive adoption, retention and customer advocacy
• Serve as a trusted advisor and executive sponsor for strategic accounts
• Modernize playbooks, processes, and systems including AI-enabled workflows
• Identify, implement, and scale AI tools and processes
• Partner with Product, Engineering, Sales, and Marketing to bring customer insights into innovation and strategy

Required qualifications

• 10+ years of customer-facing leadership experience in SaaS
• 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
• Data-driven, analytical approach with experience leveraging modern CS tools, systems, and AI-powered insights
• Genuine curiosity about how AI is transforming Customer Success
• Track record of turning curiosity into practical team impact
• Passion for building high-performance teams
• Commitment to AlertMedia's mission and values

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
• 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

Before you apply

• This position is not eligible for visa sponsorship
• Candidates must have existing authorization to work in the U.S. without the need for sponsorship now or in the future
• Finalists may be asked to complete an identity verification and present valid government-issued identification

About the company

AlertMedia is a high-growth, PE-backed SaaS company providing a risk intelligence and response platform. The company helps organizations protect their people, operations, and brand.