Vice President, Customer Success

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.