About this role.
AlertMedia is seeking an individual-contributor Customer Success Manager/Specialist to manage a high-volume SMB customer portfolio from its hybrid Mexico City office. The role centers on product adoption, customer health, retention, renewals, escalations, and identifying cross-sell and upsell opportunities. The successful candidate will partner closely with Customer Support, Sales, Marketing, and Customer Success while documenting activity in Gainsight and Salesforce. Candidates need at least two years of customer success or account management experience, strong SaaS familiarity, bilingual English/Spanish communication, and the ability to work independently in a fast-paced environment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I segment accounts by health, lifecycle stage, revenue potential, and risk signals, then use scalable touchpoints such as automated outreach, webinars, in-app resources, and targeted campaigns. I reserve high-touch engagement for customers with adoption barriers, renewal risk, or strategic growth opportunities, while documenting actions and next steps consistently in the CRM.
I would review usage trends, support activity, stakeholder engagement, outstanding issues, and stated business outcomes to understand the source of risk. I would then contact the customer promptly, align on their goals and blockers, coordinate an action plan with Support or internal stakeholders, and establish measurable follow-ups that demonstrate progress before the renewal decision.
I would first learn the customer's intended use case and identify why adoption is low, such as limited training, unclear ownership, or workflow gaps. I would tailor enablement through a focused training session, best-practice guidance, relevant documentation, and success milestones, then monitor usage and follow up to reinforce value.
I would acknowledge the issue quickly, clarify the customer impact and urgency, and ensure the case includes complete context for the Support team. I would remain accountable for stakeholder communication, provide regular updates, remove internal roadblocks, and conduct a follow-up after resolution to confirm satisfaction and prevent recurrence.
I focus first on the customer's goals, gaps, and measurable outcomes rather than on selling a feature. When I identify a capability that genuinely solves a current problem or supports a planned initiative, I present it as a relevant recommendation, validate interest, and partner with the appropriate sales colleague for a consultative next step.
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/
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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