[All remote jobs](https://jobicy.com/jobs.md)[![AlertMedia logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2022/03/38d8b6a506d39ead683086c25f6ac132.jpeg)](https://jobicy.com/company/alertmedia.md)[AlertMedia](https://jobicy.com/company/alertmedia.md) # Customer Success Specialist, SMB Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/alertmedia.md)ShareRemote from[Mexico](https://jobicy.com/job-region/mexico.md)SalaryUndisclosedDepartment[Customer Support & Success](https://jobicy.com/categories/supporting.md)EmploymentFull TimeExperienceOpen levelPublished16 Oct 2026Apply before15 Nov 2026Listing views47Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. AlertMedia is seeking a bilingual English/Spanish Customer Success Specialist to manage a high-volume SMB customer portfolio from its hybrid Mexico City office. The role focuses on product adoption, customer enablement, account health, renewals, and identifying cross-sell or upsell opportunities. The specialist will work closely with Customer Success, Support, Sales, and Marketing while documenting customer activity in Gainsight and Salesforce. Success requires strong relationship management, efficient prioritization, SaaS experience, and responsive handling of customer questions and escalations. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe position requires managing many SMB accounts, maintaining rapid response times, and balancing proactive adoption work with escalations and renewal risk. It is an individual-contributor role that demands independent prioritization and polished bilingual communication, but it targets candidates with 2+ years of relevant experience. ## Salary analysis Estimated compensation compared with the broader US market for similar roles. Estimated job median (per year)Highly competitive$65,000US market range (per year)$55k–$75k0$82.50k AI insightThe yearly pay period is inferred from the job context; it was not explicitly stated by the employer. No employer salary was disclosed. The yearly cadence is inferred from this full-time Customer Success Specialist role; the displayed figures are estimated annual USD market compensation for a comparable early-career SMB customer success role, not employer-provided pay. ## Core skills Skills and capabilities most closely associated with this opportunity. [Customer success management](https://jobicy.com/jobs?search_keywords=Customer%20success%20management.md)[Account management](https://jobicy.com/jobs?search_keywords=Account%20management.md)[SaaS](https://jobicy.com/jobs?search_keywords=SaaS.md)[Customer onboarding](https://jobicy.com/jobs?search_keywords=Customer%20onboarding.md)[Product adoption](https://jobicy.com/jobs?search_keywords=Product%20adoption.md)[Customer retention](https://jobicy.com/jobs?search_keywords=Customer%20retention.md)[Renewal management](https://jobicy.com/jobs?search_keywords=Renewal%20management.md)[Customer health monitoring](https://jobicy.com/jobs?search_keywords=Customer%20health%20monitoring.md)[Escalation management](https://jobicy.com/jobs?search_keywords=Escalation%20management.md)[Salesforce](https://jobicy.com/jobs?search_keywords=Salesforce.md)[Gainsight](https://jobicy.com/jobs?search_keywords=Gainsight.md)[Cross-selling](https://jobicy.com/jobs?search_keywords=Cross-selling.md)[Upselling](https://jobicy.com/jobs?search_keywords=Upselling.md)[English and Spanish bilingual communication](https://jobicy.com/jobs?search_keywords=English%20and%20Spanish%20bilingual%20communication.md)[Webinar facilitation](https://jobicy.com/jobs?search_keywords=Webinar%20facilitation.md) Sample interview questionsHow would you manage a large portfolio of SMB customers while ensuring each receives meaningful support?I would segment accounts by health, lifecycle stage, adoption level, and renewal risk, then use structured outreach cadences and automated communications for scalable engagement. I would reserve focused time for high-risk and high-value accounts, document every interaction in the CRM, and review account-health signals regularly to prioritize action. Describe how you would improve adoption for a customer that has purchased the platform but is underusing it. I would first identify the customer’s original business goals, current usage patterns, and any blockers through data and a discovery conversation. I would then create a practical enablement plan, such as targeted training, a use-case walkthrough, and measurable milestones, while following up to reinforce progress and demonstrate value. What steps would you take when a customer escalation requires strategic oversight from Customer Success and Support? I would acknowledge the issue quickly, gather a clear summary of impact and desired outcome, and coordinate the appropriate internal stakeholders. I would set expectations for updates, maintain ownership of customer communication, track actions in the relevant systems, and confirm resolution and next steps once the issue is addressed. How do you identify cross-sell or upsell opportunities without compromising customer trust? I focus on the customer’s goals and only recommend additional capabilities when they clearly solve a relevant problem or help the customer achieve greater value. I would use adoption data, business changes, and feedback from customer conversations to make timely, consultative recommendations rather than using a one-size-fits-all sales approach. How would you use Salesforce and Gainsight to improve customer outcomes? I would keep customer records current, log interactions and risks, monitor health indicators, and use tasks or playbooks to ensure consistent follow-up. Reliable data lets the broader team see account context, identify trends, coordinate on renewals or escalations, and make decisions based on customer behavior rather than assumptions. Opportunity details ## About this role. 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](http://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/](https://www.alertmedia.com/legal/privacy-policy/) Show more [Apply now >](https://jobicy.com/jobs/155414-customer-success-specialist-smb.md) > Annual salary information is not provided for this position. 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